Customer Care Training Suite

The Customer Service Suite is a set of training programs, tools, and certifications that focuses on developing service excellence in non-technical service providers.

The suite includes training programs for customer service, e-mail, up-selling and cross-selling, as well as a coaching program for supervisors. Each program is supported by Impact's Progress Management Center, reinforcement tools, and a professional certification.

What follows is a description of the training and support programs that make up the suite.

Designed for customer service representatives, this program teaches your employees the skills needed to consistently deliver exceptional customer service. Available in English and Spanish.

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Created for anyone who uses e-mail to communicate with internal and external customers, Getting to the Heart of E-mail Communication™ teaches your employees the skills they need to write effective e-mails.

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Developed for customer service representatives in technical and non-technical environments, Sales-The Other Side of Service ™ teaches your employees to view selling as a service to customers.

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Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees and reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team. Available in English and Spanish.

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Reinforcement tools include job aids, action plans, and on-the-job activities. A Coach's Toolkit provides short reinforcement activities for supervisors or trainers to facilitate during team meetings or other small group sessions. Ongoing refresher training occurs through workbooks or a one-year online license.

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Online student progress and self-assessment scores are visible through management reports which can be sorted by participant, class, location, and enterprise. This level of accountability and skills validation ensures that a high percentage of learners complete the course and apply the skills when they're on the job serving customers.

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Once students have completed the course, they are eligible for certification. There are two levels:

1. Impact Certification - Students complete an online test certifying knowledge of the skills learned. The student pass/fail level can be set by you.
2. Industry Certification - Students recognized at this level are certified or accredited by either the Service and Support Professional Association (SSPA), the Association for Services Management International (AFSMI), the Computer Technology Industry Association (CompTIA), or the Educational Testing Service (ETS).

Certification provides learners with positive feedback and recognition. It provides you with the knowledge that your employees have the skills and ability to provide world-class service.