First-Rate Customer Service Training Kit


 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:

  • View service situations from customers’ viewpoints.
  • Act in the best interest of the organization to please customers.
  • Avoid phrases that irk customers and damage your organization’s reputation.
  • Handle the most difficult customers with confidence.
  • Turn service situations into greater sales.
  • And so much more!

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:

  • The 20-minute video Think Like the Customer, Act Like the Owner.
  • A Trainer’s and Viewer’s Guide.
  • REACT Checklists, handy resources to manage potentially challenging situations professionally and effectively.
  • A Suggested Training Session Format, Discussion Questions, Homework.

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:

  • The 18-minute video 7 Things Never to Say to Your Customer
  • A Trainer’s and Viewer’s Guide.
  • 16 More Things You Should Never Say, which you can customize for your own workplace situations.
  • A Suggested Training Session Format, Discussion Points, Homework.

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:

  • The 90-minute Audio Conference Keys to Dealing With Angry and Frustrated Customers CD.
  • A companion PowerPoint Presentation.
  • RESCUE Service Experiences handouts that detail what to do in tricky situations.
  • Exercises to reinforce the learning.

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:

  • The 20-minute video Negotiate From Strength: Get What You Want From Customers, Clients, Co-Workers and Colleagues.
  • A Trainer’s and Viewer’s Guide.
  • 30 Ways to Boost Sales with your staff. The handout, which you can customize, provides quick tips that service reps can immediately put into action.
  • Suggested Training Session Format, Exercises and Discussion Points.

Click here to view the Table of Contents.



QuantityPriceProduct Options
$287.00 Multimedia Toolkit



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B1693