First-Rate Customer Service Training Kit
Never has it been more important to get back to providing good old fashion customer service. That’s why you need the First-Rate Customer Service Training Kit.
This comprehensive multimedia product will develop customer service reps’ skills in a wide range of areas, including communicating, dealing with difficult customers and turning service into sales. The program serves both as a training program supervisors can facilitate for teams and as a self-paced study course that service reps can take on their own.
The First-Rate Customer Service Training Kit is an essential resource for developing the front-line employees in your organization into confident and effective representatives of your brand. Customer service reps will discover how to:
This resource includes more than a dozen guidelines that show customer service reps step by step how to handle the most challenging situations they will encounter. They will learn how to assess each situation and quickly adapt their responses. The result: reps who shine in every service interaction.
Section 1: Develop a Reputation of Great Service. Delivering great service starts with the right mindset. The video Think Like the Customer, Act Like the Owner shows reps how to view all service experiences through customers’ eyes. Trainees will also learn how to act—and react—with the success of the organization in mind. This section includes:
Section 2: Say the Right Thing Every Time. Even customer service reps with the best intentions can make comments that will irk customers or damage the organization’s reputation. This section shows reps how to recognize those deadly comments, starting with the video 7 Things Never to Say to Your Customers. This section includes:
Section 3: Handle Difficult Customers With Ease. The greatest test of a customer service rep’s ability comes when he or she must assist angry or hostile customers. The audio conference Keys to Dealing With Angry and Frustrated Customers will teach your employees many techniques for converting emotional customers into partners for problem solving. This section includes:
Section 4: Turn Service Into Sales. Highly skilled service reps can use their close contact with customers to increase sales. This section provides quick tips and negotiating strategies for accomplishing that. This section includes:
Click here to view the Table of Contents.