The program is a core 1 1/2-day program that can also be delivered in a condensed one-day version, or in three 1/2-day sessions to accommodate your busy training schedules. The program further incorporates the use of the Vital-Online Customer Service courses--Delivering Customer Focused Service and Dealing with Difficult Customers--as pre work or post-work, allowing you to focus more in class time on customer-specific role plays and group discussions. An optional feature shows you how to incorporate behavior/communication style surveys to reinforce the communication portion of the program.

• Video vignettes that follow an interesting storyline of customer transactions through the following environments: manufacturing, transportation, call center, and hotel/convention center.
• Video of real-life customer service representatives addressing today’s significant issues. Industries represented are retail, transportation, hospitality, banking, and call center.
• Role-plays.
• Skill development and transfer exercises.
• Group discussions.

The Administrative Kit includes:

• Administrator’s Guide that provides information necessary to administer the course with agendas and instructions for the version you choose, whether it be 1-day, 1 1/2-days, or three 1/2-day sessions.
• Slides and PowerPoint diskette.
• Customer Service Transaction (CST) Model Wall Chart.
• Videocassette- Real-life customer service representatives and video vignettes.
• “Bridge” instructions to combine the classroom and Internet versions.
• Complimentary Administrative Vital-Online password for 60-days to explore Delivering Customer Focused Service and Dealing with Difficult Customers.
• Instructions for using the optional behavioral/communication style surveys.

Participant Materials include:

• Workbook containing information to be learned and exercises to reinforce and transfer that learning.
• Skill point card (includes CST on one side and the four behavioral/communication styles on the other side).
• Optional Internet Access Guide.

Module 1: Your Role as a Professional
Identifies characteristics associated with a professional image and examines actions which will improve each person’s professional image.

Module 2:The Essential Communication Skills
Reviews the essential communication skills required for customer service: listening/observing, questioning, verifying, explaining, and assessing behaviors.

Module 3: The Customer Service Transaction
Introduces a step-by-step procedure for conducting a customer service transaction.

• Phase One: Establish a professional relationship.
• Phase Two: Identify how to help the customer.
• Phase Three: Provide the required assistance.
• Phase Four: Complete the transaction and follow up.

Module 4: Dealing With Difficult Customer Situations
Examines how communication skills and customer service transaction procedures are incorporated and applied when dealing with difficult customer situations.