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 Success through Service - AchieveGlobal Customers are most strongly influenced by the quality of their personal experience each time they come into contact with your organization.   Each bullet describes the components of the 8 - 10 hour course

• Foundation for Creating Loyal Customers: Participants learn essential customer service concepts that create a foundation for principles learned throughout the program, most notably that customer service is a key differentiator between you and your competitors. They:
  • distinguish between core service and customer service
  • learn specific behaviors that lead to “Positive Memorable Customer Experiences”
  • discover the four things customers want in customer service
  • find out how customer loyalty pays off
  • determine the key component of working well with internal customers
  • assess how well they work with customers at the moment of truth
  • understand the two crucial communication levels in the “Human-Business” Model
  • use the “Customer Report Card” to discover how customers grade the service they receive

• Caring Responses for Extraordinary Service: Participants examine the “Caring Responses” and develop effective communication skills to build on the foundation models presented during the first module. They:
  • describe and use eight “Caring Responses” to create “Positive Memorable Customer Experiences”
  • learn to manage the human and business levels effectively
  • determine how the “Caring Responses” can enhance a customer experience that might have originally been only an average grade on the “Customer Report Card”

• Understanding Behavior for Managing Service Opportunities: Participants sharpen their observation skills and learn to effectively manage the customer experience by listening to the customer, productively responding to their behaviors and looking for ways to create a memorable interaction. They:
  • discover what customer behaviors annoy them most
  • distinguish among six patterns of behavior and realize how they affect the service they provide
  • sharpen their observation skills to deal strategically with customers regardless of the behavior they demonstrate
  • learn to use more productive voice tones, body language and words in interactions with customers
  • recognize their ability to manage service opportunities by how they choose to respond in all interactions

• Skills, Strategies and Choices for Handling Challenging Situations: Building on the preceding modules, participants examine strategies for dealing with challenging customers. Remembering that they have behavior choices helps participants understand and handle angry, emotional customers. Maintaining composure and utilizing skills presented in this module helps them achieve service excellence. They:
  • understand how and why “Empathy” responses work to calm angry customers
  • discover a “Selective Agreement” skill that can prevent them from getting hooked by emotional situations and verbal abuse
  • use “Re-frame” as a strategy for helping customers see the benefit of doing something they don’t want to do
  • recognize the crucial action of using “Human Level” responses instead of going straight to the business

• Stress Management for Service Success: By looking at stress from a new perspective, participants uncover ways to stay positive. They:
  • understand how much stress is OK
  • learn why most people don’t take time for positive ways to work off stress
  • discover how accepting someone’s viewpoint is a service strategy
  • recognize how their own judgments of others may affect the level of service they provide
  • identify behaviors that cause two-way stress
  • understand choices and how they can proactively make a difference with customers

Program Specifications

Audience

All employees, from the front line to the executive level

Length

8 to 10 hours (deliverable in flexible modules)

Format

Reading, video modeling, group discussion, skill practice

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