all courses can be tailored to fit the needs of your Audience and time at your location

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Customer Service

This highly interactive and extremely popular series helps participants understand and apply customer service skills to a customer service conversation completed through effective communication. Participants will learn the steps and role play necessary pieces to accomplish what the business can do for the customer and understand the needs of the customer whomever their customer may be.  A high percentage of the time is focused on understanding the need, not assuming the need “because the representative has heard it a hundred times before”.

Customer Service - Coaching

This course gives the team leaders the opportunity to learn how to coach the Customer Service skills their teams have been trained on.  The leader continues to speak the same “language” and carry forth the skills learned in the Customer Service courses.  This course helps leaders reinforce the value of the training and the time and energy their direct reports took in going to the training.(4 hours)
Customer Service - The Conversation

No script! throws the script away and trains participants the skills to have effective conversations that get to the need of the customer and create a resolution that works for both the customer and the business.  Everyone walks away feeling good about the customer service interaction! (4 hours)

Customer Service - The Fundamentals

Fine tune customer service skills making each contact with a customer a positive and productive experience. This practical and logic skill building 4-hour program is tailored to provide you the with a blueprint for creating short term and long term customer/team relationships that compel the customer to not only walk away feeling good about the transaction but refer others. (4 hours)
Customer Service for Leaders

Does Customer Service differ between front line employees and their leaders?  Leaders often deal with escalated situations.  This course is designed to not only help leaders work through the escalated situations it also helps them better understand the impact great customer service has on both internal and external customers.  This course is activity driven and is designed to give leaders skills that they can use upon immediately completing the class.  (4 hours)
Dealing with Difficult People

You can increase your skill in dealing with the difficult people who surround you in your work world.  Learn to manage the; know-it-alls, dictators, controllers, bullies or others.  This course will give the participants skills to deal with difficult people in the workplace.  When “difficult” people are no longer “difficult”, the workplace environment changes to one that is cooperative and collaborative, creating a more productive and efficient workplace for everyone. (4 hours)

Like you, your customers want to be successful.  The success of your sales team depends in a large part on your company’s commitment to your customers’ success and your ability to help them make decisions that contribute to their success.  In general, customers see themselves as having either a transactional "one-hit" relationship that is commodity based, all about the money or a consultative relationship based on trust and understanding of their needs and business objectives. You can be successful with both types of relationships, yet a consultative relationship nets a longer term more satisfied, lower maintenance customer. (12 hours)