Customer Service Training

Customer Service Training

This program is designed for non-technical customer service representatives. The course includes on-the-job reinforcement exercises and job aids that support the learning, increase retention, and encourage the delivery of exceptional customer service. It is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSQ certification and by the Computer Technology Industry Association (CompTIA) for their Customer Service Excellence accreditation program. It is available in English and Spanish.

getting to the heart of customer service

The perfect course for:

Customer service representatives.
Inside sales/order desk representatives.
Credit and collection representatives.

Select one of the following formats to get detailed information about the program:

Instructor-led
Blended Learning

Outline - Blended Learning

Examples - Blended Learning

View sample pages of the online version of Getting to the Heart of Customer Service™

Customer Service sample pages

Participants learn about the importance of a customer-focused attitude, building rapport, and using positive language in securing customer satisfaction.

The instructor-led portion of the blended learning gives participants the opportunity to review exercises, practice skills, and role-play various scenarios. They will leave with the all the skills they need to communicate positively and professionally with customers.

Delivery - Blended Learning

The blended delivery of Getting to the Heart of Customer Service™ includes a complete suite of training and reinforcement tools to ensure not only learning, but real behavior change. Impact uses an advanced learning process to integrate online knowledge transfer, instructor-led reinforcement, and post-training coaching to improve and sustain performance.

Online knowledge transfer - Participants complete online modules at their desks. Each module takes about 45 minutes to complete and is full of examples, exercises, and action plans to help participants absorb and accept the knowledge.

Instructor-led reinforcement - Classroom follow-up sessions of 45-90 minutes per module give participants the opportunity to discuss the learning, review exercises, interact with peers, and practice skills. Conduct the training yourself or use an Impact Certified Trainer.

Post-training coaching and support - Participants put their learning into practice through valuable exercises that can be completed while handling live calls. They also have the benefit of job aids and skilled coaching.

This program is also available in a classroom format.

Certification

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. This certification program also provides:

recognition of competence.
standard of competence for all representatives.
reward for work well done.
visible measure of competence to others who evaluate your contact center.

This program is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for training prior to the CSQ certification. It is also approved by the Computer Technology Industry Association for their Customer Service Excellence accreditation program. For more information call 805-781-3283 or 800-545-9003.

Related Links
Impact Certification
Industry Certification

Participant Testimonials

Hats off to the Impact Learning Systems team for developing a very useful and enjoyable program that has created immediate, positive, and sustainable change in our customer service environments.
John Torres
Manager, Ademco Group

The program is very enjoyable. It's lively and fun as well as offers challenges to my customer service representatives. The program keeps their interest and helps them to retain the information.
Sandy Evans
Director of Global Services, Ashworth, Inc.

This program was excellent. In comparison to the other programs, this has been the best. I was able to practice applying these practices before doing them at work. Also, I have helped other CSR’s with practices uses in their office. I would definitely recommend attending.
Deidre Hammond
CSR – MHDC, Land O’ Lakes Purina Feed

Success Story

The Blue Cross Blue Shield Federal Employee Program needed to improve customer satisfaction scores for an outsource customer service department. They also need to put a program in place to assure they met their annual customer retention goal. The organization turned to Impact Learning Systems for help. In a Gallup poll following the training 98 percent of customer said they were treated in a professional manner and 96 percent said the service they received was outstanding, very good or good. Blue Cross Blue Shield also exceeded their customer retention goal.

For the complete story…

Outline - Instructor-led

Remember the last training program you attended? Remember all the good ideas you were going to put into action back on the job? We've been there, too. That's why we designed Getting To the Heart of Customer Service™ as a learning process rather than a training event. It's based on accelerated learning methods which help adults quickly learn skills and change behavior.

Take a closer look at the following workbook outlines to see the topics we cover:

Examples - Instructor-led

These examples are taken directly from Impact's customer service training program Getting to the Heart of Customer Service™. By viewing these examples, you can see the friendly style and easy-to-read layout of the workbooks. Improving customer service becomes an enjoyable experience when you use these interactive, skills-based workbooks.

Having a problem downloading the sample PDF pages? You may need Adobe Acrobat Reader™. It's FREE. Download Acrobat.

As you can see from the examples, Getting to the Heart of Customer Service™ deals with serious topics in a light and fun tone.

Delivery - Instructor-led

Purchase a ready-to-use trainer’s manual, attend a Train-The-Trainer workshop, or let one of our Impact-certified trainers deliver the training at your location.

The participant workbooks for Getting to the Heart of Customer Service™ are easy to follow and full of examples, exercises, and job aids for practice on the job. The classroom sessions are also full of meaningful interaction.

Participants put their learning into practice with the help of job aids, extensive coaching, and valuable on-the-job exercises that can be completed while handling live calls. Your representatives will learn valuable customer service skills at an affordable price.

For additional exercises, role-plays, and job aids, work with one of our designers to customize the program to meet your job-specific needs. For information on customizing this program call us at 805-781-3283 or 800-545-9003.

This program is also available in a blended learning format.

Certification

recognition of competence
standard of competence for all representatives
reward for work well done
visible measure of competence to others who evaluate your contact center

Related Links
Impact Certification
Industry Certification

Participant Testimonials

Success Story

The Blue Cross blue Shield Federal Employee Program needed to improve customer satisfaction scores for an outsource customer service department. They also need to put a program in place to assure they met their annual customer retention goal. The organization turned to Impact Learning Systems for help. In a Gallup poll following the training, 98 percent of customers said they were treated in a professional manner, and 96 percent said the service they received was outstanding, very good, or good. Blue Cross Blue Shield also exceeded their customer retention goal.

For the complete story…