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Transformative training materials that elevate team performance!
Save time with ready-to-use materials, no prep needed.
Clear objectives help trainees know what they’ll achieve.
Adapt to any format: in-person, virtual, or hybrid.
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Flexible modules let you easily customize the course if needed.
$199.95
$179.95
Your training Package is instantly downloaded after purchase
Train participants to improve customer service through effective verbal and non-verbal communication techniques.
Show participants how to use empathy to connect with customers and create positive, lasting experiences.
Provide actionable strategies to calm angry customers and prevent conflicts from escalating.
Transformative training materials that elevate team performance!
Trainer Guide (61 Pages).
Student workbook (45 Pages).
Slide deck (31 slides).
Find out your service profile – Customer Profile ID Self Assessment.
Find out what kind of a customer are you.
Training support documents (Evaluation sheets, 5 Certificate templates, Training outline document)
22 Bonus activities
Power Point Review Game – An Exciting review challenge to end your training on a high note!
Mastering Customer Interactions
The “Communication Skills for Customer Service Staff” training program is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This program consists of seven modules that cover a variety of communication skills, such as having personal energy and passion, proactive customer management, listening and memory skills, acknowledgment and concluding dialogues, customer profiling, managing strong emotions, and negotiation techniques. Participants will develop the skills necessary to manage customer interactions with professionalism and sensitivity through the use of interactive activities and practical techniques.
This course is designed to improve the communication abilities of customer service teams, equipping them with essential tools for effective customer interaction. This course focuses on active listening, verbal communication, and understanding customer profiles to deliver exceptional service.
Keep a happy and passionate attitude by figuring out what gives you energy and using techniques to boost your energy levels.
Control the flow of the conversation and employ statement-question techniques to enhance customer comprehension and provide proactive customer service.
Improve listening skills and recall customer information to gain a deeper understanding of their requirements and to increase customer satisfaction.
Develop effective techniques for acknowledging and concluding a conversation in order to leave a favourable impression and develop confidence in customers.
Identify customer characteristics using profiling techniques and adapt communication strategies to effectively engage various customer groups. Also, develop the ability to manage strong emotions during consumer interactions and to negotiate solutions that benefit both parties.
Detailed Outline of Topics included in this instant download training materials package
– Understand the elements that drive our behavior.
– Discover the factors that impact our energy levels.
– Explore how to increase energy in a real-time environment and maintain it.
– Develop a technique to sustain a positive and passionate state.
– Understand the customer and business benefits of effective conversation control.
– Grasp a natural method for controlling conversation flow.
-Recognize the concept and benefits of the statement question technique.
– Adopt a varied approach to questioning based on need.
– Gauge your personal effectiveness at listening.
– Understand how to improve your listening skills.
– Improve the ability to recall key customer information to build rapport.
– Better understand customer needs.
– Understand the importance of acknowledgment to elevate customer confidence and rapport.
– Develop techniques for effective acknowledgment.
– Recognize when to move to conclusion.
– Develop conversation closing techniques.
– Define the last impression that matters.
-Discover a simple model for identifying the customer’s broad characteristics that can be put into practical use in all our conversations.
– Know your own Customer Profile ID preferences and understand how these preferences influence your communication style.
– Explore verbal clues that help identify a customer’s model of the world.
– Quickly identify and assign a Customer Profile ID to facilitate better interactions.
– Learn how to effectively engage with different Customer Profile ID groups.
– Explore the consequences of matched versus mismatched approaches in communication.
– Understand that intensity comes from emotion.
– Explore “What response am I looking for.”
– Develop two different diffusion techniques.
– Apply and practice through a role play activity.
– Understand the elements of negotiation.
– Explore compromising and trading off.
– Discover how to conclude a negotiation.
– Practice negotiating win/win solutions.
Review Game – PowerPoint Jeopardy style review game to end your class on a high note.
1. Understand The Importance of Communication in Customer Service
Teach others the key principles of customer service communication, highlighting the importance of empathy and maintaining a professional attitude from start to end of each customer service interaction.
2. Active Listening & Empathy
Teach others key active listening and empathy skills essential for connecting with customers professionally.
3. Handling Difficult Customers
Teach your team how to deal with customers showing strong emotions and tactfully de-escalate any intense situations.
4.Customer ID and Profiling
In this module participants will understand the different customer profiles as well as the key customers characteristics of each customer type.
5.Body language and non-Verbal Communication
This module highlights the importance of body language, tone can influence both conversations and outcomes.
What You Get:
• A fully customizable training materials package including: Power Point slide deck, Trainer guide, Workbook, Exercise/activity sheets, additional training support documents, a fun review game and more.
• Customer Profiling tool to identify different characteristics of customers
• Instantly downloadable and ready to use immediately.
Benefits:
• Improve customer satisfaction by focusing on communication and active listening skills.
• Teach your team specific techniques for handling difficult customers and help resolve customer issues swiftly.
• Instant access of a customizable training package ready to use instantly.
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This short video highlights a key concept from our training package, offering actionable insights and a taste of what our training materials can help you achieve.
Struggling to keep participants engaged until the very end of your training session?
A dry or monotonous wrap-up can leave your attendees disengaged and forgetful of the key concepts you’ve worked so hard to teach.
Our customizable PowerPoint review game transforms the end of your training into an exciting, competitive experience! Participants will compete to answer questions in fun, interactive rounds, ensuring they leave energized and with the knowledge firmly reinforced.
Fully customizable—adjust questions, images, and more.
Create countless review games for any training program.
Keep your participants engaged and excited until the very last minute.
Lifetime access means you can reuse and adapt materials anytime.
Expertly crafted programs ensure professional-quality training.
Engage with hands-on exercises and real-world scenarios.
Access complete trainer guides, workbooks, and slides.
Start training right away with no extra formatting needed.
$199.95
$179.95
Your training Package is instantly downloaded after purchase
How it works?
Instantly downloadable packages with everything you need—guides, workbooks, slides, interactive activities, and a customizable review game to boost engagement.
Easily adapt materials to fit your goals, with modular structures allowing seamless integration into your existing content.
Developed by experts with over 20 years of experience, these materials deliver measurable results across industries and organizational levels.
Includes a variety of self-discovery exercises, activities, and games designed to enhance engagement, boost retention, and promote hands-on learning.
The most frequently asked questions around our training materials, for more faq's click the link below
How soon will I receive my training materials?
Immediately! Upon payment confirmation, you’ll get an email with download links.
In what format are the training materials provided?
All files come in MS Office format for easy editing.
Q: Can I get an invoice in my company’s name?
Absolutely! Contact us for an invoice, or modify it through our support team.
Can I view samples of the training materials?
Yes! Samples are available on each program’s page. Just scroll to the “Training Material Samples” section above.
Can I modify the course materials?
Yes! You can fully customize, copy, and adjust our materials for your training sessions. However, resale in any format is not permitted.
Is there support after purchase?
Yes, we provide ongoing support. Reach out anytime, or call our 24/7 toll-free number 1- 800- 561-9405 for assistance.
For more questions, feel free to contact us or click here for our full list of FAQs.
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