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Customer Service Training – In Person Engagement (CST – IPE)
What is CST – IPE?
If your business is customer driven, you depend on your frontline staff to maximize every interaction to drive profitability. This training package is designed for new hires starting out in customer service and will give them the tools they need to turn everyday interactions into selling opportunities.
Who Benefits?
- Individuals who are new to the area of customer service
- Seasoned staff and managers who want a refresher on the importance of customer service
- Businesses who sell products or services
- Businesses who depend on customers and purchases as their primary source of revenue
Course Learning Goals:
- The definition customer service and its importance to business
- Types of customer that might be encountered
- Learning physical and verbal techniques to effectively engage customers
- Strategies for increasing the transaction
- Customer service and its role in loss prevention
Why CST – IPE?
This detailed course is designed to get newly hired personnel the customer service skills they need so they can start contributing to the bottom line at a faster pace. Available in an intensive 40-60 minute self paced online learning module or in three 1 hour online sessions, CST – IPE is an affordable yet extensive training package, ideally suited for small and medium sized businesses that depend on customers for revenue.
Training Formats:
Self Paced –
Online Access
Downloadable Worksheets
40 – 60 minutes
Exercises / Quiz
White label branding available
Instructor Led –
Delivered in Zoom (or similar platform)
Three 1 Hour Online Classes (10 mins Q/A)
Downloadable Worksheets
Exercises / Quiz
Minimum of 3 Participants
Customer Service Training – Contact Center Representative (CST – CCR)
What is CST – CCR?
Is inbound and / or outbound calling part of your business operations? This training package is geared towards individuals who are just starting out on the phones and need to acquire the basic skills to positively engage and interact with customers. Even learning rudimentary contact center skills gives new hires an advantage and will achieve more frequent sales conversions and greater customer loyalty.
Who Benefits?
- New contact center representatives who have very little or no experience in contact centers or working customer service over the telephone
- Seasoned contact center representatives who want to brush up or need a refresher on skills for successful customer engagements
- Businesses that utilize inbound calling as an outlet for customer service
- Businesses that utilize outbound calling to generate revenue or for market penetration
Course Learning Goals:
- The components of a successful call
- Call flow and controlling pace with tone
- Interaction and engagement techniques to discover information
- Setting up to make the call
- Closing calls and tracking performance
Why CSR – CST?
This fast paced course contains all the content and strategies new hires need to make successful calls and deliver outstanding customer service when taking calls. Delivered in a compact 40-60 minute online module or in two 60 minute instructor-led classes, CSR – CST is an affordable and practical way to train new team members to get them on the phones as quickly as possible.
Training Formats:
Self Paced –
Online Access
Downloadable Worksheets
40 – 60 minutes
Exercises & Quiz
White label branding available
Instructor Led –
Delivered in Zoom (or similar platform)
Two 1 Hour Online Classes (10 mins Q/A)
Downloadable Worksheets
Exercises / Quiz
Minimum of 3 Participants
Loss Prevention Training (LPT)
What is LPT?
Introducing new hires to loss prevention brings a further level of awareness to this controllable line item. Understanding the cause and effect of losses at the business level in an informative and fast paced training package will deliver that awareness and skillset to new personnel and seasoned operators who want a refresher in LP.
Who Benefits?
- Individuals who work in frontline teams and actively engage customers
- Individuals who work in the back end handling inventory and business assets
- New hires who are just starting out in the customer service field
- Supervisors & managers who have minimal LP experiences and exposure
Course Learning Goals:
- Defining what is loss and how it affects the business
- Identifying the types of losses that can occur
- Learning techniques and strategies for minimizing internal losses
- Understanding the types of external losses that can happen
- Learning simple customer service techniques to deter loss
- Understanding the importance of company policies regarding loss
Why LPT?
This compact and fast paced course is designed to give basic loss prevention concepts and techniques to staff who have no exposure or any dealings with loss and LP. Learning what losses are and how they affect the business will give frontline staff and managerial teams knowledge and motivation to help control and mitigate this profit killer.
Training Formats:
Self Paced –
Online Access
Downloadable Worksheets
30 minutes
Exercises & Quiz
White label branding available
Instructor Led –
Delivered in Zoom (or similar platform)
1 Hour Online Class (10 mins Q/A)
Downloadable Worksheets
Exercises / Quiz
Minimum of 3 Participants
Entry Level Supervisor Training (EL – ST)
What is EL-ST?
Expectations are high for leadership in high pressure environments and supervisors who have essential and advanced managerial and communication skills are better positioned to get the most from their teams. Introducing Entry Level Supervisor Training, the latest in a collection of frontline learning and training content and platforms. EL-ST is a fast paced learning module that delivers those essential managerial concepts as well as practical organizational habits and communication skills.
Who Benefits?
- Individuals who work work with frontline teams and actively engage customers
- Individuals who work with a team in back end handling inventory and business assets
- New hires who are brought into supervisory roles but have little or no management experience
- Supervisors & managers who want to upskill and increase their abilities in leadership roles
Course Learning Goals:
- Defining the roles of supervisors
- Discovering managerial communication styles
- Understanding leadership concepts
- Learning advanced organizational skills
- Identifying problems and creating solutions
- Checking morale and motivation techniques
- Evaluating the team and the individual
- Business specific processes
Why EL-ST?
The skills and ability of supervisors to lead frontline teams can greatly affect productivity, efficiency and accuracy. Supervisors along the frontlines need certain skills and habits to better manage those keeps with the goal of keeping individuals motivated and performing at a high level. EL-ST is a compact and effective way to deliver core management skills, advanced organizational habits and uplevel communication skills that can greatly improve the supervisor’s ability to get the best performance from their frontline team.
Training Formats:
Instructor Led –
Delivered in Zoom (or similar platform)
Three 1 Hour Online Classes (10 mins Q/A)
Downloadable Worksheets
Polls / Knowledge Checks / Unit Quizzes
Detailed Evaluation and Participation Report
Ideal for 1 – 3 Participants
Maximum of 5 Participants
Evaluation and Participation Report
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