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Frontline preso1

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  • -Phase Learning ModelGood training content isn't enough to ensure skill development that drives business results.At Frontline Learning we work hard to ensure that all of our training content is researched, validated and field-tested, we also know that having the right training content is only the beginning of a solid learning initiative. When it is critical that your training efforts can be counted on to deliver a specific business outcome, we recommend a 7-Phase Learning Model.This approach is designed to ensure your training effort and investment is targeted to the development of high-leverage skills, habits and attitudes - those that will have the greatest tangible impact on your business results. Because all of our resources and programs aqre developed with this approach in mind, the execution of this training methodology can be easy and cost-effective."For several years now we have applied Frontline Learning's 7-Phase Model to every mission-critical training initiative, and the results have been impressive. It is so much easier now to justify our training investments because we have a solid track record of producing results and showing a positive impact on the business."                                             - Director of Organizational Development, Jostens, Inc.This approach begins with Assessment – determining a baseline of current skill sets and development needs. Frontline Learning has developed a broad range of online assessments (SkillMapTM and StyleMapTMAssessments) targeting selling, customer service, communication, team building, leadership, emotional intelligence, learning styles and behavioral styles. We also develop custom assessments for clients who have unique needs or circumstances.
  • -Phase Learning ModelGood training content isn't enough to ensure skill development that drives business results.At Frontline Learning we work hard to ensure that all of our training content is researched, validated and field-tested, we also know that having the right training content is only the beginning of a solid learning initiative. When it is critical that your training efforts can be counted on to deliver a specific business outcome, we recommend a 7-Phase Learning Model.This approach is designed to ensure your training effort and investment is targeted to the development of high-leverage skills, habits and attitudes - those that will have the greatest tangible impact on your business results. Because all of our resources and programs aqre developed with this approach in mind, the execution of this training methodology can be easy and cost-effective."For several years now we have applied Frontline Learning's 7-Phase Model to every mission-critical training initiative, and the results have been impressive. It is so much easier now to justify our training investments because we have a solid track record of producing results and showing a positive impact on the business."                                             - Director of Organizational Development, Jostens, Inc.This approach begins with Assessment – determining a baseline of current skill sets and development needs. Frontline Learning has developed a broad range of online assessments (SkillMapTM and StyleMapTMAssessments) targeting selling, customer service, communication, team building, leadership, emotional intelligence, learning styles and behavioral styles. We also develop custom assessments for clients who have unique needs or circumstances.
  • Transcript

    • 1. Customer Service Training Flexible to Meet Your NeedsAffordable to Meet Your BudgetEffective to Grow Your Business
    • 2. Customer Service Training Does the world really need another customer service training program?
    • 3. Customer Service Training Really? You think I need to be “trained?”
    • 4. Customer Service Training I love training. Itsbetter than workingAnd I still get paid.
    • 5. Customer Service Training Yeah, yeah. Appreciate the customer. Listen. Smile. Blah, blah…
    • 6. Customer Service TrainingDo we get lunch?
    • 7. Customer Service Training I know we need to do a better job with our customers. We need to create a more positive experience with every customer interaction. How do I make that happen?
    • 8. The CSS Learning ModelTargeted to individualSupervisorperformance standards. Drives Learning Engagement expectations forimpact. Drives needs. Sets Experiential. Practical. Focused. Clarifies permanent change. workshop. Drives Engagement Assess business All for less than $170 per participant *
    • 9. Customer Service SkillMap
    • 10. Interpreting SkillMap Results TM • Not every skill category is equally important for every organization. • But the assessment of all skill categories (even lower priority skills) provides valuable information. • Upon assessment completion, the report and development guidebook provides immediate feedback.
    • 11. • Individual GuidebookCSS Training Resources • • • Audio CD programs E-learning courses Workshops
    • 12. Blended Learning Solutions Individual report and Participant Workshop Webcast Workshop Workshopdevelopment Survey guide and/or and/or and/or and/or and/or and/or Manager Aggregate Metrics Webcast E-learning E-learning E-learning certifiesgroup report tracked competency and/or and/or and/or and/or E-learning E-learning Audio CD Audio CD courses complete
    • 13. CSS Client Organizations• +120 Organizations• +4500 Individuals• +120 Training Events
    • 14. Examples from: Service-Oriented AttitudeAudio CD Program• Series of 10 daily lessonsE-learning Course• Series 0f 10 daily lessonsExperiential Workshop• 2 hours to 2 days
    • 15. Where does it come from?Why do some customer service representativesmaintain a positive, customer-friendly attitudeno matter what obstacles are thrown in theirpath, while others turn negative?Why do some customer service representativesovercome negative circumstances and maintain,or even ENHANCE, their positive attitudetoward customers, while others give up?
    • 16. What triggers a negative attitude?Rude customers.Too many customers.Not enough customers.Not knowing proper procedures.Not being informed about changes.Making ERRORS because you weren’tgiven current information.Lack of control.Ungrateful customers.Unfriendly or negative co-workers.Personal issues.Computer and other technology-related problems.Work environment.
    • 17. Service Oriented AttitudeWhat’s in it for YOU?It will be good for yourphysical and emotionalhealth.It will be VERY good foryour career.It makes the job a wholelot more FUN!
    • 18. What would your life be like if youcould manage to turn EVERY minorannoyance in your life into aService Examples: Spirit of gift, alearning experience, another steptoward your ultimate goal?
    • 19. Spirit of Service
    • 20. Spirit of Service
    • 21. You WILL Have Challenges How Top CSRs Handle Adversity1 When something negative occurs, they first ask themselves “Is there anything I can do about the actual event?” If they determine that they CAN effect the actual negative event, they2 QUICKLY TAKE ACTION. With a positive attitude and a specific goal in mind, they take action to effect the event. If that action doesn’t work, they try another action. And if that doesn’t work, they try another.
    • 22. How Top CSRs Handle Adversity1 When something negative occurs, they first ask themselves “Is there anything I can do about the actual event?”2 If they determine that they CAN effect the actual negative event, they QUICKLY TAKE ACTION. With a positive attitude and a specific goal in mind, they take action to effect the event. If that action doesn’t work, they try another action. And if that doesn’t work, they try another.3 If they determine that they CANNOT control or effect the actual negative event, they know that they CAN control THEIR REACTION to the event. They’re EMOTIONALLY PROACTIVE, not reactive.
    • 23. For situations you CAN control, ask better questions• “What could I do to get more control over the situation?”• “What could I do to minimize the adverse effects of this situation?”• “What’s good about this? What will I learn from this situation?”• “How would some of the CSR’s I respect the most handle this situation?”• “What other options have I not considered yet?”
    • 24. For situations you CANNOT control, be emotionally proactive• You are completely in control of your reactions to EVERYTHING that happens in your life, and you can CHOOSE emotional reactions that serve you.• Don’t blame people or circumstances for what happens to you.• Accept total responsibility for who you are, what you have, and what you do.
    • 25. Emotionally Reactive PhrasesHe makes me so angry ! Just get out. I don’t even want to LOOK at you right now!Well, how would you feel? Boy that ticks me off!Why does this always happen tome? Why do you do that when you knowWhy are people such jerks? it frustrates me so much?!He makes me SO angry! Do I really need all these hassles in my life?When is it going to be MY turn for abreak? What am I going to tell myAm I really cut out for this manager?business? You’ve got the communication skillsI HATE it when you do that! of wood!You know, you don’t have to be so Why do you always embarrass meMEAN!” like that?!
    • 26. Emotionally Proactive Phrases• What did I learn from this?• What good might come of this?• How will this make me a better customer service rep?• In the grand scheme of things, how important is this?• What additional insight could my manager give me about this?• How would an average CSR react to this? Since I’m not average, how am I going to react to this• What’s the best thing about this?• How can I help OTHERS in this same situation?
    • 27. Questions for Our Service Team• What do we want our Spirit of Service to LOOK like and FEEL like for all the customers we serve?• What do we want our customers to think, to say, to feel about doing business with us?• What do we want employees to think, say and feel about us as an employer?• And what do we want the community we work within to say about us and the way we do business and participate in the community?• If this Spirit of Service existed within our company, what would we be doing differently?• If this Spirit of Service currently exists, how can we turn up the volume?
    • 28. Energy & Stamina
    • 29. Energy & Stamina
    • 30. Energy & Stamina
    • 31. Leveraging Preview Assessments
    • 32. Our Marketing “Secret Sauce”

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