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Implementing the Customer Service Initiative

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The Customer Service training pack arms your customer-facing employees with communication and personal interaction skills so they can present your products and services in the best possible way.

Implementation Steps in this Guide

  1. Distribute the Creating and Sustaining a Customer-focused Organization Training

  2. Distribute the Customer Advocacy: Communicating to Build Trusting Customer Relationships Training

  3. Distribute the Customer Service Confrontation and Conflict Training

  4. Distribute the Customer Service Fundamentals: Building Rapport in Customer Relationships Training

  5. Distribute the Customer Service Over the Phone Training

  6. Distribute the Customer-driven Process Improvement: Identifying Customer Needs Training

  7. Distribute the Developing Your Customer Focus Training

  8. Distribute the Listening to Your Customers Training

  9. Distribute the Shaping the Direction of Customer Service in Your Organization Training

  10. Distribute The Angry Caller: What's Your Plan?

Distribute the Creating and Sustaining a Customer-focused Organization Training

Title Duration (Minutes) Type Description
Creating and Sustaining a Customer-focused Organization Training 60 Course To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve. As a manager, you also need to know how to select the most appropriate implementation strategy that aligns with your organization's capabilities and its objectives. This will help you to create stronger, more valuable, and lasting relationships and experiences for your customers. This course provides direction on how to approach, implement, and sustain effective customer-focused service strategies in order to increase your organization's competitive advantage.
  1. Click on the Workspaces tab
  2. Click on the Human Resources workspace
  3. Click on the Customer Service initiative
  4. Click on the Creating and Sustaining a Customer-focused Organization Training
  5. Click on Groups and assign to the appropriate groups.
  6. Click on Schedule and set an appropriate schedule.
  7. Click Save

Distribute the Customer Advocacy: Communicating to Build Trusting Customer Relationships Training

Title Duration (Minutes) Type Description
Customer Advocacy: Communicating to Build Trusting Customer Relationships Training 60 Course Customer advocacy is an approach to customer management that seeks to generate exceptional value for customers by focusing on their success. At a time when customers have more power than ever, customer advocacy can be an effective way of building long-lasting customer relationships. Advocates keep the best interests of the customer in mind – even if it means recommending competitors' products or services. This builds trust in the advocate organization. To be successful at customer advocacy, however, an organization needs an in-depth, ongoing understanding of what customers truly value. This course describes how to find out what customers value by using effective questioning techniques and then draw on this feedback to drive improvements in the customer experience. And the course outlines the importance of trust in the customer relationship and how a customer advocacy approach helps build trust. It also describes how to address customer complaints and problems in a way that builds trust. This entails viewing complaints as key opportunities for both resolving issues and providing customers with the tools and services they need in order to be successful.
  1. Click on the Workspaces tab
  2. Click on the Human Resources workspace
  3. Click on the Customer Service initiative
  4. Click on the Customer Advocacy: Communicating to Build Trusting Customer Relationships Training
  5. Click on Groups and assign to the appropriate groups.
  6. Click on Schedule and set an appropriate schedule.
  7. Click Save

Distribute the Customer Service Confrontation and Conflict Training

Title Duration (Minutes) Type Description
Customer Service Confrontation and Conflict Training 60 Course

How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations without incident.

This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  1. Click on the Workspaces tab
  2. Click on the Human Resources workspace
  3. Click on the Customer Service initiative
  4. Click on the Customer Service Confrontation and Conflict Training
  5. Click on Groups and assign to the appropriate groups.
  6. Click on Schedule and set an appropriate schedule.
  7. Click Save

Distribute the Customer Service Fundamentals: Building Rapport in Customer Relationships Training

Title Duration (Minutes) Type Description
Customer Service Fundamentals: Building Rapport in Customer Relationships Training 60 Course

Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent.

This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their feelings by empathizing with them. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  1. Click on the Workspaces tab
  2. Click on the Human Resources workspace
  3. Click on the Customer Service initiative
  4. Click on the Customer Service Fundamentals: Building Rapport in Customer Relationships Training
  5. Click on Groups and assign to the appropriate groups.
  6. Click on Schedule and set an appropriate schedule.
  7. Click Save

Distribute the Customer Service Over the Phone Training

Title Duration (Minutes) Type Description
Customer Service Over the Phone Training 60 Course

Can you hear a smile over the phone? When you're providing customer service over the phone – without the benefits of face-to-face interaction with your customer – it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to consistently deliver the best customer service.

This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer. This course also describes ways of reflecting or adapting to your customer's style. In the end, customer service should focus on how to better serve and benefit the customer. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  1. Click on the Workspaces tab
  2. Click on the Human Resources workspace
  3. Click on the Customer Service initiative
  4. Click on the Customer Service Over the Phone Training
  5. Click on Groups and assign to the appropriate groups.
  6. Click on Schedule and set an appropriate schedule.
  7. Click Save

Distribute the Customer-driven Process Improvement: Identifying Customer Needs Training

Title Duration (Minutes) Type Description
Customer-driven Process Improvement: Identifying Customer Needs Training 60 Course Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.
  1. Click on the Workspaces tab
  2. Click on the Human Resources workspace
  3. Click on the Customer Service initiative
  4. Click on the Customer-driven Process Improvement: Identifying Customer Needs Training
  5. Click on Groups and assign to the appropriate groups.
  6. Click on Schedule and set an appropriate schedule.
  7. Click Save

Distribute the Developing Your Customer Focus Training

Title Duration (Minutes) Type Description
Developing Your Customer Focus Training 15 Course Customers have the power – the power of choice. So how can you make it an easy decision for them to choose you and your company? This Challenge Series exercise explores how to know, meet, and anticipate what your customers are looking for.
  1. Click on the Workspaces tab
  2. Click on the Human Resources workspace
  3. Click on the Customer Service initiative
  4. Click on the Developing Your Customer Focus Training
  5. Click on Groups and assign to the appropriate groups.
  6. Click on Schedule and set an appropriate schedule.
  7. Click Save

Distribute the Listening to Your Customers Training

Title Duration (Minutes) Type Description
Listening to Your Customers Training 6 Course The key to effective communication is practicing good listening skills. This Business Impact explores the concept of active listening and the crucial difference between hearing and understanding.
  1. Click on the Workspaces tab
  2. Click on the Human Resources workspace
  3. Click on the Customer Service initiative
  4. Click on the Listening to Your Customers Training
  5. Click on Groups and assign to the appropriate groups.
  6. Click on Schedule and set an appropriate schedule.
  7. Click Save

Distribute the Shaping the Direction of Customer Service in Your Organization Training

Title Duration (Minutes) Type Description
Shaping the Direction of Customer Service in Your Organization Training 60 Course

There are several defining moments or moments of truth that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations – and specifically customer service leaders – to add value to a customer's experience by creating and implementing strong, clearly-defined service standards. To implement effective standards and strategies, it's crucial that you stay attuned to customer needs and expectations, building a dynamic, adaptive service strategy based on input such as market research and customer feedback.

This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
  1. Click on the Workspaces tab
  2. Click on the Human Resources workspace
  3. Click on the Customer Service initiative
  4. Click on the Shaping the Direction of Customer Service in Your Organization Training
  5. Click on Groups and assign to the appropriate groups.
  6. Click on Schedule and set an appropriate schedule.
  7. Click Save

Distribute The Angry Caller: What's Your Plan? 

Title Duration (Minutes) Type Description
The Angry Caller: What's Your Plan?  6 Course Dealing with angry callers is something every customer service representative and salesperson will face at one time or another. This Business Impact explores a four-step approach for making encounters with irate customers a productive experience.
  1. Click on the Workspaces tab
  2. Click on the Human Resources workspace
  3. Click on the Customer Service initiative
  4. Click on the 
  5. Click on Groups and assign to the appropriate groups.
  6. Click on Schedule and set an appropriate schedule.
  7. Click Save

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