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 Customer Service Excellence Series
Cost savings bundle of all 10 courses for $125 per participant.
Creating Legendary Customer Service
- Telephone Etiquette
- Business Email Etiquette
- Trust and Rapport Building
- Active Listening Skills
- Problem Solving
- Defusing Anger
- Managing Customer Expectations
- Creating Customer Loyalty
- Stress Control
- Goal Setting
All courses include downloadable job-aid checklists and other learning tools.
Plus, additional free resources available directly from us. See below.
Please contact us with any questions: info@saleshelp.com
Select this link to preview and purchase the Web-Based Training courses on Opensesame.com.
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 Our Top 5 Best Selling Customer Service Courses
Cost-saving bundle of 5 best-sellers ($60)
- Active Listening Skills: Prevent errors, arguments, rework, calm anxieties, and earn the right to be heard.
- Defusing Anger: Defuse anger quickly with three easy to remember steps.
- Business Email Etiquette: Know the differences between business and personal email etiquette.
- Telephone Etiquette: From hello to goodbye, make the caller feel glad they called.
- Managing Customer Expectations: Create and change expectations without evoking anger.
Courses are based on our bestselling ebooks by the same titles
All courses include downloadable job-aid checklists and other learning tools.
Plus, additional free resources available directly from us. See below.
Please contact us with any questions: info@saleshelp.com
Select this link to preview and purchase the Web-Based Training courses on Opensesame.com.
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 Three Special Customer Service "Life Skills" Courses
Cost-saving bundle of three Life Skills Course ($30)
These courses include the skill sets therapists use most to calm emotions and mitigate stress.
- Active Listening: Alleviate anxiety and fear, and earn the right to be heard.
- Defusing Anger: Defuse negative emotions ranging from frustration to anger in three easy to remember steps.
- Stress Control: Effectively mitigate the negative impact of stress through each of the five stages of the “Stress Response Process.”
Colleagues, staff, customers, friends, and family need that now more than ever. Take care of others, take care of yourself.
Interestingly, most people already know the skills, so the focus of these short, low-cost, on-demand courses is to teach how to use each of the six active listening skills, how to use the easy to remember the three-step process to defuse anger, and how to follow the five stages of the "stress response process" with easy to implement coping strategies that are most effective for each stage.
Plus, additional free resources available directly from us. See below.
Please contact us with any questions: info@saleshelp.com
Select this link to preview and purchase the Web-Based Training courses on Opensesame.com.
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| Individual Course Descriptions and Links to Preview and Buy |
 Telephone Etiquette
(45 minutes, $15.00 USD - on Opensesame.com)
From hello to goodbye, make the caller feel glad they called.
"The manner in which a company's phone
is answered gives strong signals to the caller regarding the corporate character of the organization." Letitia Baldrige
Observe 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 unanswered 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 a call back.
- End calls positively and efficiently.
- Make customers feel glad the called.
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Know the differences between business and personal email etiquette.
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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Five Methods to Rapidly Build Trust and Rapport.
When customers don't get the comforting feeling they want when they interacted 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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Prevent errors, arguments, rework, and earn the right to be heard.
Many misunderstandings leading to costly errors, arguments, and lost productivity occur because the person getting information 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 Model (45 minutes, $15.00 USD - on OpenSesame.com)
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 (45 minutes, $15.00 USD - on Opensesame.com)
Defuse anger quickly with easy to remember steps.
There are times when the customer senses that a 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 an easy to remember quick method to defuse anger.
After completing this course, you will be able to:
- Define anger and its purpose.
- Recognize the three ways of expressing anger.
- Use the easy to remember three step process to defuse anger.
- Recognize phrases that can evoke anger and those phrases that can prevent anger.
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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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Create, strengthen, and sustain customer loyalty.
Customer loyalty originates from the unique capabilities your company offers that help customers meet their needs better than your competitors can. This loyalty is sustained by how well customers like interacting with those within your company.
The purpose of this course is to provide you with the knowledge, skills and strategies to strengthen customer loyalty in order to reduce customer turnover, as well as increase long-term profitable sales.
Basic skills include how to:
- Open and close conversations.
- Quickly establish trust and rapport.
- Use active listening skills to reduce costly errors.
- Follow a systematic problem solving model.
- Defuse anger in three steps.
Advance skills include how to:
- Redefine customer expectations.
- Create loyalty attitudes.
This course includes reviews of critical customer service skills taught in other courses.
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 Stress Control (45 minutes, $15.00 USD - on Opensesame.com)
Minimize the impact of stress - a life skill to keep you healthy.
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 of stress.
- 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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 Goal Setting (45 minutes, $15.00 USD - on Opensesame.com)
Set goals that work and generate the motivation to achieve them.
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 toward. 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 the plans.
- Energize your goals using imagery, emotion, and affirmations.
- Set goals in multiple areas of your life to achieve balance.
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Free Coaching Materials Available
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.
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 slides with the leaders guide instructions included in "notes" view will enable your facilitator the means to build spontaneous fully tailored roll-plays and practice sessions.
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