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 Model
Targeted 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 *
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 Guidebook
CSS Training Resources •
•
•
Audio CD programs
E-learning courses
Workshops
12. Blended Learning Solutions
Individual
report and Participant
Workshop Webcast Workshop Workshop
development Survey
guide
and/or and/or and/or and/or and/or and/or
Manager
Aggregate Metrics
Webcast E-learning E-learning E-learning certifies
group report tracked
competency
and/or and/or and/or and/or
E-learning
E-learning Audio CD Audio CD courses
complete
14. Examples from:
Service-Oriented
Attitude
Audio CD Program
• Series of 10 daily lessons
E-learning Course
• Series 0f 10 daily lessons
Experiential Workshop
• 2 hours to 2 days
15. Where does it come from?
Why do some customer service representatives
maintain a positive, customer-friendly attitude
no matter what obstacles are thrown in their
path, while others turn negative?
Why do some customer service representatives
overcome negative circumstances and maintain,
or even ENHANCE, their positive attitude
toward 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’t
given 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 Attitude
What’s in it for YOU?
It will be good for your
physical and emotional
health.
It will be VERY good for
your career.
It makes the job a whole
lot more FUN!
18. What would your life be like if you
could manage to turn EVERY minor
annoyance in your life into aService
Examples: Spirit of gift, a
learning experience, another step
toward your ultimate goal?
21. You WILL Have Challenges
How Top CSRs Handle Adversity
1 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, they
2 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 Adversity
1 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 Phrases
He 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 to
me?
Why do you do that when you know
Why 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 a
break?
What am I going to tell my
Am I really cut out for this manager?
business?
You’ve got the communication skills
I HATE it when you do that! of wood!
You know, you don’t have to be so Why do you always embarrass me
MEAN!” 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?
-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.
