Professional Development

Customer Service Training

professional-development-customer-service Western Institute offers Customer Service training in two internationally recognized curriculums, Achieve Global™ and American Management Association (AMA) that provide a unique approach to creating unprecedented levels of customer satisfaction and loyalty. Our programs cover key business issues affecting service delivery today and clear priorities and skill sets to create and execute a culture of service. Training is designed around the deep understanding of the service arena and the customers’ needs. Western Institute’s Customer Service courses will provide you and your staff with specific knowledge, skills, and behaviors customers notice, appreciate, come back for, and tell their friends about. Classes are customizable to meet your organizations needs. Suggested class sizes are between eight and 16 participants.

AchieveGlobal built the Achieving Stellar Service® Experiences system on years of research with hundreds of leading organizations. This process uncovered not only the key business issues affecting service delivery today, but also clear priorities and skill sets to create and execute a culture of service. Achieving Stellar Service® Experiences, provides a systemic approach to building your service organization’s strategy, skills, and processes to increase effectiveness at every level.

Achieving Stellar Service® Experiences Module Options
Reaching for Stellar Service™
The purpose of this module is to explore the value of stellar service and the service provider’s role in achieving it. During the course, participants will learn what stellar service means, the benefits of customer loyalty, three dimensions of service, the STAR qualities and action planning.

Caring for Customers™
This module helps service providers develop skills for delivering friendly, attentive service that demonstrates interest in and care for customers on a human level. Discussion and skills practices will cover the challenges of and obstacles to providing caring service and learning the skills for demonstrating interest and concern for the customer as well as communicating the customer’s value.

Healing Customer Relationships™
The purpose of this module is to develop skills that will help service providers serve customers who are concerned, angry, or upset after a service breakdown.

Guiding Customer Conversations™
The purpose of this module is to provide service providers with skills for conducting conversations that effectively attend to customers’ human and business needs. At the end of the course participants will be able to recognize barriers to effective conversations, demonstrate techniques for effectively learning customer needs and maintaining customer confidence and know how to guide a customer conversation from beginning to end.

Serving a World of Customers™
The purpose of this module is to help service providers learn and apply skills for providing helpful, sensitive, and respectful service that is tailored to customers’ unique needs.

Dazzling Your Customers™
The purpose of this module is to enhance the ability of service providers to make customers feel special and valued, thereby creating experiences so surprisingly positive and memorable that customers will tell others about them and will want to sustain and build their relationships with the organization.

Teaming Up for Seamless Service™
The purpose of this module is to explore what it takes to deliver seamless service, and to develop skills for addressing service issues with fellow service providers. Course participants will learn to demonstrate a five-step process for discussing service coordination issues with others and to apply the six best practices for delivering seamless service.

Reaching for Stellar Service: Coach’s Version™
The purpose of this module is to explore the value of stellar service and the service coach’s role in helping service providers achieve it. At the end of the module, participants will be able to find and take advantage of key defining moments in customer interactions, identify and discuss the three dimensions of service, use the four key qualities to evaluate and improve the service that is delivered and communicate and reinforce expectations for stellar service with others.

Developing Others for Stellar Service™
The purpose of this module is to provide service coaches with skills for developing others, helping service providers expand their capabilities so they will have the confidence to make decisions and solve problems on their own.

Giving Constructive Feedback for Stellar Service™
The purpose of this module is to provide service coaches with skills that will help them give constructive feedback in a way that build mutual respect and promotes problem solving and learning.

Recognizing Others for Stellar Service™
The purpose of this module is to provide service coaches with skills for recognizing and reinforcing the behaviors that support stellar service. At the end of the module, participants will be able to identify service behaviors that should be reinforced, determine the type of recognition that is best suited for each recognition recipient and deliver recognition to service providers and others in the organization who contribute to stellar service.

AchieveGlobal’s Customer Experience Series™ (CXSeries) is an effective blended solution that hones the key skills associates need to own their customers’ experience. This course is designed for associates who interact with customers. The Customer Experience Series™ includes five, Core Sessions: Owning the Customer Experience™ 1 & 2, Meeting Business Needs™, Meeting Human Needs™ and Managing Difficult Conversations™.

The Customer Experience Series (CXSeries) Module Options

Owning the Customer Experience™ 1 & 2
This module comes in two parts. These two sessions lay out the overall framework for the CXSeries and help learners define their roles in creating positive customer experiences. Part 1 explores how meeting four universal expectations turns detractors or merely passive customers into loyal promoters or your organization. Part 2 helps learners make the authentic emotional effort needed to connect with customers and reduce their own stress. Owning the Customer Experience ™ Part 1 and Part 2 must be purchased together and are a prerequisite for any other modules in the CXSeries.

Meeting Business Needs™
The purpose of this module is to improve participants’ ability to manage conversations that efficiently meet customers’ business needs. Learners master a clear process and related skills for efficiently handling all types of customer conversations. They apply guidelines to clarify and meet business needs and, when necessary, to deliver unwelcome news. The session concludes with a skill rehearsal in a challenging real-life situation.

Managing Difficult Conversations™
The purpose of this module is to improve participants’ ability to manage difficult conversations when customers are unhappy with the organization. This session helps learners work effectively with angry or upset customers. Learners come to see how addressing serious customer concerns can actually improve customer loyalty. They explore and rehearse practical ways to defuse the tension, resolve the issue, and restore the customer’s trust.

Training technologies come and go…but AMA’s programs are the answer to today’s lean, cost-conscious workplace—providing quality cost-effective training. AMA’s courses can be tailored to every training requirement.

American Management Association (AMA) Customer Service Courses

Delivering Knock Your Socks Off Service
Based on Ron Zemke’s acclaimed “Knock Your Socks Off” series, this course reveals the secrets of customer care, including, how to see things from the customer’s perspective, become a fixer and problem solver, cope with difficult to please customers, and know when to bend the rules, all in easy-to-follow steps and the same down-to-earth style.

How to Be a Great Call Center Representative
Upgrade the competencies of front-line call-center staff. Give your company’s first line of contact with customers the tools to deliver maximum customer satisfaction—including communication and telephone skills plus current legislation and technology affecting call center staff. They’ll be better able to handle difficult customers, manage time, recover from mistakes and control stress.

Keeping Customers for Life
Improve customer satisfaction and the process for resolving customer complaints. Based on the best-selling AMACOM book of the same name, this “bible” for achieving service excellence shows how to apply the IDEA (Identify, Diagnose, Explore, Act) process for solving customer problems…seize customer service opportunities…and empower frontline contact people to be proactive customer champions.