Customer service impacts business profits. Ensure your company has competent and highly customer service oriented employees with our national certification in customer service program.
2. Key Components of Training
• Employer/Employee Assessment
• Pre Test & Post Test
• Training Objectives
Demonstrate professionalism on the job while
building a proactive, problem-solving culture.
Use essential communication skills in dealings with
customers.
Recognize characteristics of human behavioral style
and opportunities to adapt to their personal style.
Identify and utilize a structured process/model for
conducting customer service transactions.
Master strategies for dealing appropriately with
difficult customer situations.
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3. Key Components of Training
Content
Module 1: Employees Role as a Professional -
Identifies characteristics associated with a
professional image and examines actions which
will improve each person’s professional image.
Module 2: The Essential Communication Skills -
Reviews the essential communication skills
required for customer service: listening/observing,
questioning, verifying, explaining, and assessing
behaviors.
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4. Key Components of Training
(cont.)
Module 3: The Customer Service Transaction
Introduces a step-by-step procedure for conducting a
customer service transaction.
•Phase One: Establish a professional relationship.
•Phase Two: Identify how to help the customer.
•Phase Three: Provide the required assistance.
•Phase Four: Complete the transaction and follow up.
Module 4: Dealing With Difficult Customer Situations
Examines how communication skills and customer service
transaction procedures are incorporated and applied when
dealing with difficult customer situations.
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5. Participant Engagement
• Workbook
• Pre-Work/Post-Work
• In-Class Readings
• Skill Practice
Group Exercises
Individual Exercises
Paired Exercises
Video Segments
Role Playing
• Training Evaluation
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6. Length of Training
Training Duration of Type of
Option Training Instruction
Intensive 1.5 Days Workshop
Condensed 1 Day Workshop
Standard 3.5 Days Workshop
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7. Qualified Facilitators
• Good Verbal Communication Skills
• Ability to gain rapport with training group
• Ability to keep the workshop moving in a lively and
interesting fashion
• Ability to assist group in interacting effectively to achieve the
workshops goals
• Firsthand knowledge of the tasks and procedures involved
in the customer service work done by employees
• Preview all workshop materials and be familiar
• Follow the training session
• Debriefing with fellow facilitators
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9. Certification & Continuing
Education Units
• Corexcel is an Authorized CEU Sponsor of the
International Association of Continuing Education and
Training (IACET).
• Each course carries 0.2 CEUs which is the equivalent to 2
hours of classroom time. The CEU value of the Customer
Service Professional Certificate Program is 1.4 CEUs.
• Corexcel is accredited as a provider of continuing
education in nursing by the American Nurses Credentialing
Center's Commission on Accreditation.
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10. Training Value to Employees
• Employment Skills
• Certification
• Skills Transferable To Any Industry
• Continuing Education Units
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11. Give us a call at
225-236-7692 (James)
225-931-4593 (Rene)
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Editor's Notes
The Bayard Management Group strives to ensure that the maximum learning is transferred when teaching, instructing, or facilitating. To allow for the Winning Through Customer Service Training to be customized to meet employer and employee skill develop needs, We will conduct interviews with employers to learn more about their organization or industry customer service demands, and also about the skills their employees need. The WTCS training also offers pre and post test to measure if participants gained knowledge as a result of the training. Through the organizational and industry assessment process, we may customize the pre and post to (add additional questions) that are applicable to the participants job or industry. Our Training Objectives are to ensure participants:
We accomplishes these objectives through four workshop modules. Module 1 – Professional Image & Actions to Demonstrate Professionalism – Employees not only look professional, but they behave and act professional. In being professional they are knowledgeable about their organization, and things they may be unaware about or can’t find the answer too, they find solutions and ways to solve problems. We develop professionals through Winning Through Customer Service. Module 2 – Whatever the situation may be, with whomever the situation may involve. Capable of utilizing effective communication skills by first listening and observing, asking questions ,verifying, explaining, and assessing customer behaviors.
Module 3 –After acknowledging the situation and recognizing the behaviors, This is where customer service occurs! (REFER TO CHEAT SHEET) DISCUSS Phases 1-4 Customer service is a transaction, it’s a business transaction, and it can either be a deal closer, OR A CATASTROPHE. Module 4 – Participants will be able to examine How… Especially those that quickly escalate.
Work – Workbook provided to all students Prework – Pre work can be emailed to students or accessed via online. This is beneficial especially for the condensed class because prework then allows for work to be done prior to in class training. In-Readings are brief to allow for activities and group discussions. Skill Practice – Participants will be heavily engaged in skill practice exercises that demonstrate what NOT to do and how TO do customer service. DEMONSTRATE Example Exercises are in the packets 11 Video segments that represent the manufacturing, transportation, call center, convention/hospitality industries. 5 Videos on Industry Specific Spokespersons in retail, banking, hospitality, transportation, call center. SHOW VIDEOS Purpose of videos – to demonstrate the similarities and differences of customer service across all industries. To allow for customized training To teach Individuals to focus on the skills rather than the industry. To demonstrate that customer service is not individualized skills, but an interplay of skills. USE OF PERSONAL VIDEO RECORDER FOR INDIVDUAL AND GROUP EXERCISES Video Recording of Group and Individual Exercises – Provides an opportunity for self-evaluation and self-reflection. It’s one thing for others to critique and make recommendations, but think how powerful and effective it is when WE recognize our on opportunities for improving the way we deliver customer service. This will be guided with Prompt Sheets and Checklists (MAY EVEN BE CUSTOMIZED) Ultimately, Participants learn to identify and understand different behavioral and communication styles which can impact the effectiveness of the customer service transaction.
Discuss Options with Schedule of Topics in Packet
We are facilitators (Not Lecturers). What’s the difference? We Help participants draw correct answers, ON THEIR OWN. We encourage responses that are meaningful to their typical on the job interactions. We talk less, participants talk more. Increases learning transfer. WE REQUIRE THA FACILITATORS HAVE….
We live in a tough economy, that appears to be getting stronger, but until then employees need, and will understand upon completion of our course, the value of customer service to business profits and their employment stability We want to help participants become employable and more qualified to apply for jobs. The Winning Through Customer Service Certification title should be placed on participants resume, maybe even bring a copy of the certificate to an interview, will demonstrate to an employer that our participants have training in this field. Continuing Education Units, especially for those participants work in fields such as Healthcare and Education, where CEUs are required to maintain license. Overall, When employees work hard they want it go well. Employees don’t want to go to work and be miserable, they want to be capable of handling difficult situations and managing customer expectations.
