Equip Your Team with World Class Communication Skills

Transcription

1 64 Courses NOW AVAILABLE From The QSC ServiceSkills Library Equip Your Team with World Class Communication Skills ServiceSkills includes all-inclusive access to 62 training modules in these five series: 22 module Telephone Doctor Series 12 module Service Matters Series 14 module Service Scenarios Series 10 module Animated Workplace Topics 6 module Management & Leadership Series Many QSC members already benefit from this powerful web-based training platform. Your team will learn from high quality streaming video segments, measure retention with online quizzes, benefit from post-quiz feedback, reinforce the message with key point reminders and earn certificates of completion - all from their desktop. Managers and supervisors can assign courses and track employee success through a robust administrative tracking system. Proven Content: The skills and techniques in this collection have been validated by tens of thousands of trainers and millions of learners. Affordable Investment: For a low annual subscription of $39 per employee per 12 months, your team will access this proven customer service training library over and over. Saves Money: Travel and meeting time are eliminated which saves your organization valuable resources. Your staff will learn at their desk - or in a computer lab - which reduces down time. Improves Retention: This system reinforces classroom training. It also allows users to review any topics for which they need extra help. ServiceSkills.com allows geographically dispersed employees to all access the same skills and techniques. Consequently, all team members will speak the same customer service language. Simple to Operate: Unlike complicated elearning systems, ServiceSkills.com is highly intuitive. Users appreciate that this platform is simple to learn and easy to operate. To order a license, please click here. You already have a license? To begin, click here

2 22 courses in the Telephone Doctor Series 1. The Service Mentality 2. Listening Skills 3. From Curt to Courteous 4. Questioning Techniques 5. Five Forbidden Phrases 6. Six Cardinal Rules of Customer Service 7. Selling Skills from A to H 8. Selling Skills from I to Q 9. Selling Skills from R to Z 10. Proactive Customer Service 11. Essential Telephone Skills 12. Six Steps to Service 13. Seven Keys to a Positive Mental Attitude 14. Business Friendly Customer Service 15. Influencing the Interaction 16. How to Handle the Irate Customer 17. Essential Elements of Internal Customer Service 18. How to Deal With the Foreign Accent 19. That s Just Rude! 20. Maintaining Customer Relationships 21. Four Cs of Coaching Skills 22. How to Treat Every Caller as a Welcome Guest 12 Courses in the Service Matters Series 1. Introduction to Our Group 2. What Motivates Your to Excel? 3. What s in It For You? 4. What Advice Would You Offer a New Person? 5. What Does Taking Ownership Mean to You? 6. How Do You Build Rapport? 7. How Do You Handle Bad Days? 8. How Do You Handle Varying Customer Styles? 9. Is the Customer Always Right? 10. How Do You Demonstrate You Care? 11. If You Were Replacing Yourself, What Traits Would you look for? 12. Excellent Customer Service: Natural or Learned? 1. Staying on Track 2. It s Not Personal 3. Know Your Limits 4. Don t Bite the Hand That Feeds You 5. Harassment From Customers 6. What s That Noise? 7. To Escalate or Not to Escalate, Part 1 8. To Escalate or Not to Escalate, Part 2 9. Negative PR 10. Unreasonable and Irrational Customers 11. Condescending Callers 12. Cell Phone Difficulties 13. Under the Influence 14. Caller Threats 14 Courses in the Service Scenarios Series

3 10 Courses in the Animated Human Resource Series 1. Communication 2. Customer Diversity 3. Valuing Learning Opportunities 4. Diversity in the Workplace 5. Avoiding Touchy Topics 6. Reducing Careless Errors 7. Ethics in the Workplace 8. Sexual Harassment 9. Office Cell Phone Use 10. Safety in the Office Each selection is a powerful management training program from the Newmarket Learning Leadership Series. Each course takes about 45 minutes to complete. After selecting a course, progress through each video chapter and accompanying quiz questions. Review the key points, take the final exam, then review the feedback offered with each answer. Employing the leadership concepts presented in these courses will help you improve your performance when managing team members. Coaching - An emphasis on teaching managers about the power of questions. Shows the importance of helping team members think for themselves. Employees who arrive at a conclusion because they have thought through the issues are more likely to buy into that decision. Question of Evidence - Behavior-based interviewing techniques demonstrate a method of establishing whether or not a candidate possesses the competencies you need based on evidence of past performance. Delivering Feedback - Uses a five-point model for fixing performance problems. Deals with getting team members to do what you need them to do. Perfect for performance appraisals or day to day use. Using Competencies Successfully - Illustrates how to use competencies in appraisals, promotion interviews and for self-development. Your team learns how to apply your organization s competency framework to the way they work. Gaining Commitment - Deals with setting performance objectives to engage your team members both mentally and emotionally. People are more likely to hit their performance targets if they understand why the goal is important to the organization and are engaged in the reasons behind it. A.I.M. for Development - Helps your managers to become effective at learning how to A.I.M. for better development plans. Ensure your employee s aspirations are aligned with your organization s needs. 1. Using Competencies Successfully 2. Gaining Commitment 3. Coaching 4. Delivering Feedback 5. A.I.M. for Development 6. A Question of Evidence 6 Management & Leadership Series

4 QSC Announces Online Customer Service Training. While classroom training remains a popular method for delivering soft skills instruction, QSC realizes the benefits of using the web to offer a blended solution to their members service training challenges. QSC equips its members staff with the skills they need to best serve their customers. ServiceSkills.com offers 24/7 access to the content in the Telephone Doctor Complete Video Training Library. QSC members with broadband access to the Internet and multimedia PCs can now view high quality video chapters, measure retention with online quizzes, view post-quiz feedback, print key point reminder and earn certificates of completion - directly from their desktop. Read below for a few details: Online access to the Complete Video Training Web-based Video Courses Quizzes & Answer Feedback Certificates of Completion Saves Time & Money Affordable & Highly Effective Intuitive & Easy To Use 24/7 access to the complete library For users, this provides an engaging way of improving their customer service and communications skills. Media-rich courses keep users' attention! Real-life examples illustrate both the wrong way to handle customer situations, followed by the right way. Short chapters are easy to cover in a busy environment. Course "book-marking" helps users keep track of their progress. Printable "key points" give the user a "job aid" to refer to on an on-going basis. Quizzes are graded instantly and provide the user with feedback on incorrect answers. Quiz results can be ed to supervisors directly from the system. For administrators, this provides a surprisingly full-featured system for tracking the progress of your trainees: Courses can be assigned to individual users or groups with completion deadline dates. Administrators and managers can view course descriptions and choose the specific ones needed to design individual development plans for users. Various views show progress of your users through all courses, activity dates & scores for each course, each time it's been completed. Administrators can view all user s progress.

5 Features & Benefits of ServiceSkills.com: Proven Content The skills and techniques in this collection have been validated by tens of thousands of trainers and millions of students. Telephone Doctor techniques have helped improve the way over 20,000 organizations communicate with their customers. Affordable Investment For a low subscription investment, your team members will access this proven customer service training library over and over. For only a few dollars per month, this cost-effective training platform promises a large return on your investment. Saves Money Travel and meeting time are eliminated which will save your organization valuable resources. Your staff will learn at their desk (or in a computer lab) which reduces down time. ServiceSkills.com is affordable and will quickly pay for itself in increased revenue and reduced customer turnover! Improves Retention This system will reinforce any classroom training you're doing. It also allows users to review any sections for which they need extra help. Integrated quizzes and answer feedback ensure the learning points are getting through. Certificates of Completion reward team members who master each course. Allows Access by Remote Team Members In most organizations, it's nearly impossible to get everyone in the same place at the same time. Because of this, service consistency can suffer. ServiceSkills.com allows geographically dispersed employees to access the same skills and techniques. Consequently, all team members can speak the same customer service language. Simple to Operate Unlike complicated elearning platforms, ServiceSkills.com is highly intuitive. Users appreciate that this system is simple to learn and easy to operate. No fancy bells or whistles, just convenient access to online video chapters, key points, quizzes, feedback and certificates of completion.

6 Customer Service Training TARGET AUDIENCE CURRICULUM SUGGESTIONS TELEPHONE DOCTOR SUGGESTS THESE PROGRAMS: SS01 The Service Mentality A mind-set for serving customers. SS06 Five Forbidden Phrases 2.0 Avoid negatives. Offer positive alternatives. SS07 Six Cardinal Rules Of Customer Service 2.0 Basics of good customer service. SS02 Determining Caller Needs 2.0 SS = ServiceSkills & SS03 Listening and questioning skills. SSO4 From Curt To Courteous 3.0 Be friendlier on the phone! Introduces the 7 touchpoints of communication. SS10 Proactive Customer Service 2.0 Skills needed for proactive customer service: rapport building and cross-selling. SSO8 Telesales Tips From A To H - tips on inbound and outbound calls. SSO9 Telesales Tips From I To Q - tips on inbound and outbound calls. SS1O Telesales Tips From R To Z - tips on inbound and outbound calls. SS11 Basic Basic Telephone Skills 2.0 The essentials of managing the telephone effectively. SS16 How To Handle The lrate Caller 2.0 Quick help for diffusing angry callers. SS14 How To Avoid Emotional Leakage 2.0 Prevent stress from leaking through the phone wires. SS13 SS17 The Seven Keys to a Positive Mental Attitude Explores the key essentials to developing & keeping a positive attitude on your job and in every aspect of life. Essential Elements of Internal Customer Service Helps employees realize we are customers to each other. SS18 How To Deal With The Foreign Accent 2.0 Awareness makes communication easier with foreign speaking customers. SS19 That s Just Rude! Exploring the Rudeness Matrix. SS20 Six Steps to Service Recovery Steps to take when there s been a disappointment for a customer. SS21 Maintaining Customer Relationships The importance of follow up after the sale. NOTE: Feel comfortable to show other Telephone Doctor programs to this group. The above are starter programs.

7 TARGET AUDIENCE Sales/Sales Support Training TELEPHONE DOCTOR SUGGESTS THESE PROGRAMS: CURRICULUM SUGGESTIONS SS01 The Service Mentality A mind-set for serving customers. SSO8 Telesales Tips From A To H - tips on inbound and outbound calls. SSO9 Telesales Tips From I to Q - tips on inbound and outbound calls. SS1O Telesales Tips From R to Z - tips on inbound and outbound calls. SS10 Proactive Customer Service 2.0 Skills needed for proactive customer service: rapport building and cross-selling. SS02 Determining Caller Needs 2.0 & SS03 Listening and questioning skills. SS06 Five Forbidden Phrases 2.0 Avoid negatives. Offer positive alternatives. SS16 How To Handle The lrate Caller 2.0 Quick help for diffusing angry callers. SS14 How To Avoid Emotional Leakage 2.0 Prevent stress from leaking through the phone wires SS13 The Seven Keys to a Positive Mental Attitude Explores the key essentials to developing & keeping a positive attitude on your job and in every aspect of life. SS17 Essential Elements of Internal Customer Service Helps employees realize we are customers to each other. SS19 That s Just Rude! Exploring the Rudeness Matrix. SS20 Six Steps to Service Recovery Steps to take when there s been a disappointment for a customer. SS21 Maintaining Customer Relationships The importance of follow up after the sale. NOTE: Feel comfortable to show other Telephone Doctor programs to this group. The above are starter programs.

8 FACE-TO-FACE CUSTOMER SERVICE TRAINING TARGET AUDIENCE CURRICULUM SUGGESTIONS TELEPHONE DOCTOR SUGGESTS THESE PROGRAMS: SS01 The Service Mentality A mind-set for serving customers. SS06 Five Forbidden Phrases 2.0 Avoid negatives. Offer positive alternatives. SS13 The Seven Keys to a Positive Mental Attitude Explores the key essentials to developing & keeping a positive attitude on your job and in every aspect of life. SS07 Six Cardinal Rules of Customer Service 2.0 Basics of good customer service. SS16 How To Handle The lrate Caller 2.0 Quick help for diffusing angry callers. SS14 How To Avoid Emotional Leakage 2.0 Prevent stress from leaking through the phone wires. SS02 Determining Caller Needs 2.0 & SS03 Listening and questioning skills. SSO4 From Curt to Courteous 3.0 Be friendlier on the phone! Introduces the 7 touchpoints of communication. SS10 Proactive Customer Service 2.0 Skills needed for proactive customer service: rapport building and cross-selling. SS19 That s Just Rude! Exploring the Rudeness Matrix. SS18 Six Steps to Service Recovery Steps to take when there s been a disappointment for a customer. SS19 Maintaining Customer Relationships The importance of follow up after the sale. NOTE: Feel comfortable to show other Telephone Doctor programs to this group. The above are starter programs.