Center for Business, Industry & Labor

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Training Programs

IBM client training will be hosted at our DEC Computer Training Lab.  Nationwide Training Alliance has selected CBIL DEC lab as their St. Louis based training site.

In 2000, U.S. businesses spent an estimated $51 billion to improve the skills of their personnel.

Customer Service The Service Difference - AchieveGlobal Service is service is service - until your entire organization has a common understanding of and commitment to making a real and lasting difference with your customers.   Each bulleted module is approximately 4 hours in length

• Reaching for Stellar Service: To provide the type of exceptional service that creates true customer loyalty, service providers need not only robust interpersonal skills, but also a positive can-do attitude, an understanding of the larger organizational context they work in and a commitment to making excellence their everyday service standard. Participants:
  • explore how customers define stellar service, the challenges of delivering such service and how it adds value to every interaction
  • learn the key moments of truth in a customer interaction
  • gain an appreciation of their own strategic importance and their role in building customer loyalty
  • plan for their own success in delivering the five service qualities customers expect

• Connecting With Customers: Providing stellar service isn’t just about business, it’s also about people—and the ability to connect with each customer on a human level. Not even the most timely, accurate, thorough service will win customer loyalty unless they also feel recognized and valued as unique individuals. The service provider’s ability to communicate these feelings is at the core of stellar service. Participants:
  • learn when and how to make a human connection with each customer, even in brief interactions
  • discover how to consider each service situation from the customer’s point of view
  • practice using positive, service-oriented language, projecting a positive attitude and a willingness to help, and listening to show interest and respect for unique customer needs
  • plan ways to tailor these skills to their own style to ensure their customers always receive authentic, individualized service

• Guiding Customer Conversations: On any given day, service providers must be prepared to handle a wide range of customer interactions: simple to complex, clear to confusing, informational to emotional. It’s the service provider’s job to ensure each transaction reaches a purposeful and satisfactory conclusion, and that the customer feels well treated and cared for every step of the way. Participants:
  • discover the four common parts of a service conversation and the four expectations customers bring to every interaction
  • learn to manage any customer interaction with confidence
  • explore how to use questions to uncover and confirm customer needs and present information in a positive way
  • learn to guide customer conversations from beginning to end, tie up loose ends and conclude on a productive, upbeat note

• Healing the Customer Relationship: Serving customers who are frustrated or angry is a challenge for both new and experienced service providers. Working with a customer who has had a bad experience demands extraordinary patience and tact. Research shows, however, that the effort can not only restore that customer’s loyalty, but it also can create an even stronger relationship. Participants:
  • identify what sets customers off and discuss the positive potential in negative customer experiences
  • learn four guidelines for restoring trust and confidence in customers who are angry or frustrated
  • explore techniques for managing their own reactions in difficult situations
  • discover how to turn things around after a service breakdown and make goodwill gestures to encourage customers to return

• Serving a World of Customers: In a world of stellar service, there’s no room for a one-size-fits-all approach. Each customer is different and deserves to be treated with his or her unique differences clearly in mind. Four key differences that can affect a customer’s service needs are physical ability, language ability, culturally dictated expectations and familiarity with technology. Participants:
  • understand the importance of providing helpful, sensitive service to all customers—whatever their differences happen to be
  • discuss the dangers of stereotyping customers
  • learn to recognize cues that may point to special customer needs and ask respectful questions to clarify those needs
  • discover how to generate options and take action once special needs are identified and recover quickly when their well-meaning efforts have an unwelcome effect
  • plan to apply a process that builds loyalty in customers with special needs

• Meeting Unspoken Customer Needs: One of the most effective ways a service provider can delight customers and create long-term loyalty is to uncover and meet unspoken, but very real, customer needs—needs that customers never knew they had or never even considered raising. Service providers need both the conceptual background and the skills required to meet unspoken needs creatively and cost-effectively. Participants:
  • learn five categories of cues that indicate unspoken needs and four criteria for effectively meeting those needs
  • discover practical methods for identifying and interpreting potentially useful data
  • learn how to ask respectful questions to uncover or confirm an unspoken need and gain customer confidence by using positive, service-oriented language
  • plan to apply a process that meets unspoken customer needs in ways that yield the greatest benefit at the least cost to both the organization and the customer

• Resolving Issues That Impact the Customer: Disagreements among service providers can threaten the quality of service customers receive. In today’s flatter, more collaborative workplace, a supervisor may not always be available to step in and resolve matters. Participants:
  • understand the negative impact unresolved issues among co-workers have on customer loyalty
  • learn to resolve disagreements and remove barriers to make working relationships more smooth and productive
  • practice preparing for a meeting with a co-worker to resolve an issue, conducting a constructive dialog and developing a shared plan for working together smoothly in the future
  • plan to apply a process for resolving issues that have a negative impact on customers

Program Specifications

Audience

All employees, from the front line to the executive level

Length

Each module is approximately 4 hours

Format

A highly interactive, varied learning process includes experiential and discovery-based learning, video exercises and modeling, small- and large-group activities, assessments, simulations, role play and skill practice

Classroom materials

Facilitators: facilitator guide, workbooks, charts, video, activity supplies

Participants: participant workbook, job aids

Delivery

AchieveNET partner

Class size

Up to 15 participants

Call CBIL at 314.539.5310 to schedule your training needs or e-mail us at