Get­ting to the Heart of Cus­tomer Service™

Increase cus­tomer sat­is­fac­tion and employee morale with the com­plete train­ing pro­gram for per­fect cus­tomer ser­vice calls. Get­ting to the Heart of Cus­tomer Ser­vice™ teaches your employ­ees all the skills they need to com­mu­ni­cate pos­i­tively and pro­fes­sion­ally with cus­tomers — both inter­nal and exter­nal. They’ll leave the pro­gram feel­ing upbeat, moti­vated, and ready to deliver world-class service.

This course is pre­sented either via blended learn­ing (which include on-line mod­ules and follow-up class­room ses­sions), or in the classroom.

---

Course con­tent:

“We went from unranked to the 3^rd best unit out of 24. Response times improved from 37% to 88% and first call res­o­lu­tion now aver­ages 94%.” Gail Ratliff, Direc­tor of Oper­a­tions, Chicago Pub­lic Schools

Mod­ule 1: Show­ing Cus­tomers You Care

• Devel­op­ing a customer-focused attitude
• Apply­ing ethics and val­ues to cus­tomer service
• Build­ing rap­port with customers

Mod­ule 2: Using Lan­guage to Serve the Customer

• Using pos­i­tive language
• Using lan­guage the cus­tomer can understand
• Using tran­si­tions to move through the call

Mod­ule 3: Open­ing the Call

• Trans­fer­ring and putting the cus­tomer on hold
• Mak­ing a good impression

“There’s already been a notice­able uptick in pos­i­tive responses from cus­tomers. I’m very happy with the progress we’re mak­ing and I’ve been using the tools on the Impact web­site to com­mu­ni­cate to the team on a reg­u­lar basis.” Mike DeSon, Sr. Vice Pres­i­dent, Del­phi Displays

Mod­ule 4: Diag­nos­ing Cus­tomer Needs

• Ques­tion­ing to deter­mine cus­tomer needs
• Hon­ing your lis­ten­ing skills
• Con­firm­ing your understanding

Mod­ule 5: Respond­ing to Cus­tomer Requests

• Ful­fill­ing cus­tomer requests
• Show­ing value
• Han­dling requests you can’t fulfill

Mod­ule 6: Tam­ing Chal­leng­ing Calls

• Main­tain­ing your poise with chal­leng­ing calls
• Pre­vent­ing chal­lenges from escalating
• Deal­ing with angry and upset customers

Mod­ule 7: Clos­ing the Call

• Con­firm­ing cus­tomer satisfaction
• Telling the cus­tomer what to expect
• Uncov­er­ing addi­tional oppor­tu­ni­ties for service.

---

An Inno­v­a­tive Learn­ing Model

Recent stud­ies show that effec­tive learn­ing depends over­whelm­ingly on the sup­port pro­vided before and after train­ing. Impact’s pro­grams incor­po­rate an inno­v­a­tive learn­ing sys­tem that turns the tra­di­tional train­ing model upside down and places the empha­sis on the entire learn­ing process.

Learn more about the effec­tive­ness of our inno­v­a­tive learn­ing model, the Impact Learn­ing System™

Cre­ate Sus­tain­able Behav­ior Change

Impact has all the tools you need to cre­ate sus­tain­able behav­ior change.

• Get­ting to the Heart of Cus­tomer Ser­vice™ includes job aids, action plans, and four weeks of on-the-job activ­i­ties — all at no addi­tional cost.
• Our com­ple­men­tary coach­ing pro­gram Mak­ing It Hap­pen™ teaches front-line super­vi­sors and man­agers how to set goals at the team and indi­vid­ual level and how to coach toward those goals.
• Cer­ti­fi­ca­tion and recog­ni­tion pro­grams reward suc­cess and pro­vide step­ping stones on the path to con­tin­u­ous improvement.

After com­plet­ing Get­ting to the Heart of Cus­tomer Ser­vice™, employ­ees will feel good about their accom­plish­ments, cus­tomers will rave about your excel­lent ser­vice, and you'll feel proud of your con­tri­bu­tion to the suc­cess of your company.

Need more information?

Sched­ule a Demo

Request a Quote

Con­tact Us