Winning Through Customer Service
Classroom Facilitator KitProgram Description
The Vital Learning Winning Through Customer Service™ program uses a variety of interactive training methods to target the skills, behaviors and attitudes that have the greatest influence on understanding the customer and providing solutions. Vital Learning’s unique approach allows organizations to customize their customer service training with both classroom and eLearning training. In addition,Winning Through Customer Service identifies the essential behavior/
communication styles that will help representatives understand their customers’ individual styles and needs.
Winning Through Customer Service trains sales and service personnel to present a professional image and to communicate effectively in everyday customer service transactions, as well as in difficult situations. These skills address the major concerns identified by more than 50 organizations within the service industry and over 10 years of product field research. At the hart of this program is a step-by-step process for conducting a customer service transaction.
The program includes the following modules:
+Your Role as a Professional
+The Essential Communication Skills
+The Customer Service Transaction
+Dealing With Difficult Customer Situations
Throughout the course, customer service employees review video presentations and case studies, participate in group discussions,
practice new skills, and receive immediate feedback. The program provides them with implementation tools, a troubleshooting guide
and additional resources to help them apply the skills they have learned on the job. Available in classroom, eLearning and blended
formats.
ESSENTIAL COURSE MATERIALS
Winning Through Customer Service is available in classroom, eLearning and blended formats to accommodate any organization or type of business. Each course includes the following course materials:
Facilitator Guide
• Provides complete instructions about how to conduct the course
• Supplies explanatory information for the trainer, sample trainer narrative, transcripts of video segments and facilitation notes
• Includes the facilitator resources CD, which contains a PowerPoint presentation and additional resources
Participant Workbook
• Provides exercises, forms, skill practice aids and a video synopsis
• Includes a Memory Jogger Card™, which gives participants a handy reminder of the course’s skill points
Video
• Presents a video scenario depicting customer service skills discussed in the course
