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Fee is only $150.00 per person which provides 12 full months of unlimited access 24/7/365 to all courses listed below.
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  1. Telephone Etiquette
  2. Trust & Rapport Building
  3. Active Listening Skills
  4. Problem Solving
  5. Defusing Anger
  6. Stress Control
  7. Business Email Etiquette
  8. Managing Customer Expectations
  9. Goal Setting
  10. Creating Customer Loyalty

Coaching Materials for supervisors, coaches and trainers

Course Descriptions

Telephone Etiquette IconTelephone Etiquette (30 - 60 minutes)

How to make the caller feel glad they called from hello to goodbye.

According to Letitia Baldrige, "The manner in which a company's phone is answered gives strong signals to the caller regarding the corporate character of the organization."

Pay attention to how the phone is answered by everyone in your organization. It's not just the receptionist who answers the phone. Almost everyone has one on their desk. And, most of those people talk to internal or external customers.

Telephone behavior sets customer expectations of your company's ability to help. This Telephone Etiquette course provides the necessary guidelines to ensure a positive impact to all callers. After completing this course you will be able to:

  • Answer the phone within the recommended maximum number of rings
  • Know that customers begin to get upset after the maximum number of rings
  • Make a positive welcoming impression on customers with voice and greeting
  • Know how to affect voice tones and the impact they have on the customer
  • Know how to address customers
  • Know when and how to put customers "on-hold" and how to take them "off-hold"
  • Know the maximum time intervals in which customers can be left "on-hold"
  • Take messages that provide the critical information needed for an appropriate call back
  • End calls positively and efficiently with "long-winded" customers
  • Make customers feel glad the called

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TrustAndRapportLogoTrust & Rapport Building (30 - 60 minutes)

How to strengthen relationships in a business setting.

When customers don't feel comfortable with your company because they didn't get the warm comforting feelings when they interact with someone representing you, it’s usually because that person did not establish rapport! Customers will seek to do business with people they feel comfortable with and that they can trust.

Establishing trust and rapport is essential to building working relationships with customers.

This course will show you how to use the specific skills which make trust and rapport building quick and easy with almost every customer.

  • Define Trust
  • Define Rapport
  • Differentiate between motive and technique
  • Learn to use these methods to rapidly establish trust and rapport
    • Common ground
    • Pacing and Leading
    • Credentials
    • Brochures
  • Understand how to use a "Psychological Truth" to deepen trust

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Active Listening LogoActive Listening Skills (30 - 60 minutes)

How to prevent errors and earn the right to be heard.

Many misunderstandings leading to costly errors, arguments, and lost productivity occur because the person getting information about which they’ll be asked to provide input, do a task, or problem solve did not "actively listen."

Knowing how to actively listen is an exceptionally easy way to improve relationships with both internal and external customers.

After completing this course you will be able to:

  • Use Acceptance Responses
  • Ask Clarifying Questions
  • Repeat key words, phrases and numbers
  • Paraphrase Content
  • Reflect Emotion
  • Summarize information

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Problem Solving LogoProblem Solving (60 - 90 minutes)

How to systematically solve problems without creating others.

The costs associated with not having a systematic problem solving model are phenomenal.

Usually these costs get blamed on "bad" judgment or poor decision-making ability. Unfortunately its usually not bad judgment or poor decision making that's creating the errors.

Rather, it is simply a lack of knowing how to use a clearly defined systematic problem solving process. Problems are challenges that provide opportunities for us to help ourselves and others meet needs.

Self-esteem is directly related to our belief and confidence in our own problem solving abilities. Having a clearly defined problem solving process will help you successfully and consistently meet the challenges you and your customers face while at the same time, avoid the hazards sure to come without such a process.

After completing this course you will be able to:

  • Recognize and avoid the hazards associated with not using a systematic problem solving process
  • Define and use the seven steps of problem solving process
  • Describe how the customer and our business benefit when you use a systematic problem solving process
  • Differentiate between the best solution and the solution objective
  • Demonstrate the ability to work through a sample problem using the Problem Solving Process format taught in this course

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Defusing Anger LogoDefusing Anger (60 - 90 minutes)

How to defuse anger quickly and safely.

There are times when the customer senses that the problem could cause them to experience a loss. Threat of loss triggers anger. With an upset customer, if we simply solve the problem and do not take care of the customer’s emotions first, we end up with a satisfied angry customer. This course will teach a three step method to defuse anger.

After completing this course, you will be able to:

  • Define anger and its purpose
  • Recognize the stages of grief that lead into and out of anger
  • List the three ways of expressing anger
  • Describe the three things angry people want and the sequence in which they want them
  • Use active listening skills to communicate understanding
  • Use the active listening skill "reflecting emotion," to defuse the emotion
  • Recognize phrases that can evoke anger and those phrases that can prevent anger

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Managing ExpectationsManaging Customer Expectations (90 - 120 minutes)

How to create and change expectations without evoking anger.

Managing expectations is usually a simple task of agreeing on what is to be done and all parties delivering on that agreement.

However, when unexpected complications occur, pro-active communication, taking steps to prevent negative emotions, and engaging previously agreed upon fallback plans, can all be used to impact the service recovery outcome.

In this course, the participant will learn:

  • How to set simple and complex expectations
  • The steps to redefine expectations
  • What to say when you contact the customer to reset expectations
  • How these steps minimize potential for anger
  • How to debrief and evaluate performance

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Stress Control IconStress Control (60 - 90 minutes)

How to minimize the impact of stressors in the work setting.

Stress Control is a life skill that will help keep the medical costs down, reduce turnover, and dramatically improve customer perceptions of service competency. Show a customer how stressed you are and you'll raise their anxieties about your competency to do the job! 

One research study by stress experts shows that 75% of all visits to primary care physicians are for stress related issues. Other studies report much higher percentages.

In this course you'll learn the mental, emotional, and physical signs of stress. You'll also learn the five phases of the stress response process and several coping methods effective in each phase. And, you'll develop a personal "stress control plan" to fit your exact needs.

At the end of this course you will be able to:

  • Identify sources of work-related stress
  • Recognize the signs and symptoms
  • Learn about buffers that help reduce the power of stress
  • Understand the stress response process
  • Learn about coping mechanisms for each stage in this process
  • Use this process to guide you when you develop a stress control plan of action

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Email Etiquette LogoBusiness Email Etiquette (60 - 90 minutes)

How to communicate responsibility using Email for business.

Communicating with both internal and external customers by Email is now as common as talking with them on the phone. Just as "Telephone Etiquette" is a mission critical skill set, so is Email Etiquette in today's marketplace.

In fact, for many companies, Email communications are many times more frequent than actual telephone calls. What this means is that one unintentionally aggressive message in a stressful encounter can cause significant damage to a long-standing relationship.

After completing this course you will be able to:

  • Define the purpose for business Email “etiquette”
  • Know if Email is the correct communication vehicle
  • Understand limits to Confidentiality
  • Understand the use of Disclaimers
  • Understand the permanency of Email
  • Know how to structure the message for business purposes
  • Know how to use information such as addresses, cc’s, subjects & signature lines
  • Use "Plain Text" or "HTML" format as appropriate
  • Know when and when not to use “Emoticons” and abbreviations
  • Develop an Email thread and know when to start a new one
  • Know what to forward and what not to forward and other tips

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Goal Setting LogoGoal Setting (60 -90 minutes)

How to prioritize, achieve more, and keep your own morale high.

It's easy to understand how people with goals accomplish significantly more than people without goals. People with goals have direction. They have a target. They have something to work towards. This provides motivation to achieve.

Motivation to achieve comes from having a clear target, developing a strong emotional desire, creating a doable action plan, allocating the resources (especially time) and taking action.

  • Develop positive goal statements
  • Create measurable “Action Plans”
  • Identify the resources and sources for them
  • Energize your goals using imagery, emotion, and affirmations
  • Set goals in multiple areas of your life to achieve balance

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Creating Customer LoyaltyCreating Customer Loyalty (90 - 120 minutes)

How to analyze your customer interactions and develop actions for improvement.

Improve customer service skills that will strengthen customer loyalty to reduce customer turnover and increase long-term profitable sales.

In any economy keeping your customers off of the competitors' customer list is imperative for survival and critical to sustain growth.

The purpose of this course is to provide the participant with the knowledge, skills and strategies necessary to create loyal customers. It will incorporate skills and content from previous courses.*

After completing this course you will be able to:

  • Define the key characteristics of a "loyal customer"
  • Understand how doing the basics well forms the foundation for customer loyalty
  • Know how to recover from a service misstep
  • Use a "Customer Interaction Analysis" to reflect on how well you’re doing and where you could improve
  • Engage in Peer-to-Peer coaching for continuous self-improvement
* Prerequisite courses - the content taught in the following list of courses will be used in the process to create customer loyalty:
  • Telephone Etiquette
  • Trust and Rapport Building
  • Active Listening
  • Problem Solving
  • Defusing Anger
  • Managing Customer Expectations

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Free Coaching Materials Available Online

To qualify to access the coaching materials: You must be personally registered and complete the courses with a passing score. The students you coach must also be registered to take the courses.

Customer Service Excellence Job Aides:
These are brief checklists of key skills and concepts for all courses. Open, print (color or black & white) and cut to size.
The job aids can be used as observation checklists to meet Level III evaluation requirements.
They are great for skill reinforcement reminders in the participant's workspace.

Customer Service Excellence Practice Session Slides
Using the job aid cards, these MS Power Point ® * slides with leaders guide instructions included in "notes," will enable your facilitator the means to build spontaneous fully tailored roll-plays and practice sessions on the fly.

Coaching Guide
This guide provides the basics of how to "Coach."

* Power Point is a registered trademark of Microsoft Corp.

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