Package 2. Customer Service Curriculum (5 courses – 36 Lessons):

Customer Service organizations that create positive customer relationships will win in this new century. The Internet has impacted every aspect of business - both domestically and globally. Today, customers have fingertip access to a vast array of resources that give them tremendous knowledge - and power, including new and efficient ways to train Customer Service representatives. The potential for your Customer Service people to make a real difference in every business is rising. The individual representative holds extraordinary influence over the customer's relationship with a company.

 Maximizing the positive response potential for each Customer Service professional makes the difference between customer dissatisfaction, and customer delight. Maximizing the positive influence each Representative can have is what this curriculum is all about. Understanding your customer, learning how to put the customer first, and leveraging the potential that lies in every person on your team that touches a customer is the winning formula for the new century.

 The Customer Service Curriculum focuses on:

• How to Deal with Difficult People 

• How to Interact with People to Help Them Feel More Comfortable and Satisfied in Customer Service Situations
• How to Ask the Best Questions to Help the Customer
• How to Deal Effectively with Complaints, Resistance and Objections

 The Customer Service Curriculum includes these courses:

Understanding Behavioral Styles for Customer Service
1. Introduction to Behavioral Styles for Customer Service
2. Different Behavioral Styles
3. The DiSC® Classic (optional)*
4. The Four Behavioral Styles
5. Recognizing Behavioral Styles
6. Behavioral Styles and Listening
7. Improve Your Performance
8. Reading and Reacting to People
9. Determining Behavioral Styles
10. Practical Application of Knowledge
11. Knowledge Assessment
12. Customer Service Action Planner (optional)

Establishing Credibility & Trust For Customer Service
13. Overview Establishing Credibility & Trust for Customer Service
14. Building Credibility
15. Building Rapport and Trust
16. The Four Elements of Trust
17. Pacing
18. Listening – The Personal Listening Profile® (optional)*
19. Feedback
20. Summary

Questions Are The Answer for Customer Service
21. Introduction to Questions Are The Answer for Customer Service
22.Questions and Probes
23. Categories of Questions and Probes
24. Practical Application
25. Knowledge Assessment

Customer Focused Interviews
26. Introduction Customer Focused Interviews
27. Questions Are the Answer
28. Overview of the F.I.N.D. System
29. F.I.N.D. System in Detail
30. After the Interview
31. F.I.N.D. Interview Example
32. Practical Applications of Knowledge
33. Knowledge Assessment

Handling Customer Complaints & Objections
34. Introduction to Handling Complaints & Objections
35. A Process for Overcoming Objections and Complaints
36. Reframing

The per-person tuition for a 12-month subscription for this curriculum is $195
which includes an access code to the DiSC® Classic Online version.
Call 888-772-4637 to enroll.

*Inscape Publishing Profiles & Action Planners - (Highly recommended for certain courses and available through your authorized Inscape Publishing provider, Richard Gaudette. These are not part of the licensed courseware.)

Call Richard Gaudette
Authorized CRKInteractive Distributor
888-772-4637 or 508-529-2485 for for a online demo or to place an order.

Double Eagle Communications, Inc. 84 Glen Avenue Upton, MA  01568  USA

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