CRG Associates: Customer Service Training

Customer Service

STAR Service Process

Winning Through
Customer Service

Dealing
With Difficult
Customers

Delivering Customer
Focused Service

Delighting Customers

A series of intensive, facilitator-led, on-site, service-skills training program. Designed to give your employees the skills and tools to build customer loyalty with even the most challenging customers. Creates teamwork, increased sales and a customer-focused culture.

STAR Service Process Facilitator Kit Participant Workbook Blended Course Online Course Click here to Buy Now	In this course you will learn to: Sync-up with customer to establish a caring and professional relationship Target to determine what to focus on to help customer Assist the customer to best meet his/her needs Reaffirm assistance provided and confirm relationship Course Length: Classroom - 4 hours Online: 1½ to 2 hours

Winning Through Customer Service Facilitator Kit Participant Workbook Click here to Buy Now	The objectives of this course are: Demonstrating professionalism on the job while building a proactive, problem-solving culture Using essential communication skills in dealings with customers Recognizing characteristics of human behavioral style and opportunities to adapt to their personal style Identifying and utilizing a structured process/model for conducting customer service transactions Master strategies for dealing appropriately with difficult customer situations Course Length: Classroom - 8 hours, 12 hours, or 3 sessions at 4 hours each Online: 1½ to 2 hours
To receive additional information about any of our programs, please click here. -back to top-
Dealing With Difficult Customers Online Course Click here to Buy Now	The objectives of this course are: Demonstrating the calming and focusing techniques in a difficult customer service transaction Identifying at least four clues that indicate the existence of a difficult customer service situation. Giving two reasons why the use of calming and focusing skills are important in dealing with difficult customer situations. Describing the calming technique for dealing with upset customers Describing the focusing technique for dealing with upset customers Course Length: Online: 1½ to 2 hours

Delivering Customer Focused Service Online Course Click here to Buy Now	The objectives of this course are: Defining your customers, both internally and externally Understanding the psychology of human values and expectations Identifying those expectations that are attributes in providing exceptional customer service. Demonstrating professionalism and self-mastery in addressing customer service Defining key customer service interactions. Identifying personal challenges and objectives. Course Length: Online: 1½ to 2 hours

DELIGHTING CUSTOMERS Recently named BEST IN CLASS by the Forum Corporation!	A series of intensive, facilitator-led, on-site, service-skills training programs. Designed to give your employees the skills and tools to build customer loyalty with even the most challenging customers. Creates teamwork, increased sales and a customer-focused culture. Offered through our affiliation with Advantage Performance Group. Delighting Customers, from Customer Focus, Inc., is a one-day, true skills-based service training program for all face-to-face and telephone service reps both non-technical and technical to create a competitive advantage through quality service. In addition, Delighting Customers can be taken by all employees and managers to build teamwork, interdepartmental cooperation, and a customer-focused culture where everyone serves internal and external customers. The one-day workshop is expertly designed using video-based behavioral modeling and accelerated training methods. Participants engage in fast-paced team activities, simulations, quick skill drills, line and walk-around practice, competitions, role-plays, and respond-in-role interactive video to make learning fast, effective, and exciting. An optional Manager Toolkit provides 100 tools to hire and coach customer-focused employees, measure customer needs and satisfaction, build teams, re-engineer work processes, build internal customer-focus, and conduct 20-minute team reinforcement sessions. Program measurement tools include Mastery Test, Behavior Observation Form, Participant Feedback, Internal Service Measures, Customer Feedback Forms, and Estimates of Revenue Impacts.
Please click on one of these programs to request more information.	DELIGHTING CUSTOMERS FOR ALL EMPLOYEES DELIGHTING CUSTOMERS FOR CALL CENTERS DELIGHTING GUESTS FOR HOSPITALITY INDUSTRY SAMPLE PROGRAM MATERIALS