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Course Offerings
Outstanding Customer Service: The "WOW" Factor
This interactive workshop prepares students to provide optimal customer service by exploring personal attitudes and learning how to work with others with different personalities and workstyles, understand customer relationships and rapport, attitude and aptitude, personal skill development planning, confidence/influence skill building, personality preferences, communication techniques, business ethics, time management and goal setting. In addition, students learn positive selling, techniques, passive and active listening, verbal and nonverbal listening skills, identifying the sale and selling opportunities, maintaining calm in a stressful situation, presenting solutions vs. presenting products and services and closing the sale. Finally, the students learn how to meet customer expectations to create loyalty, use effective communication skills
to calm irate customers and create positive impressions and accommodate customers with disabilities.
NOTE: Customers who complete this workshop will qualify to sit for the National Professional Certification in Customer Service Exam.
Customer Service & Salesmanship Workshop ProgramThe Customer Service and Salesmanship program is an interactive workshop that prepares participants to provide optimal customer service by exploring personal attitudes, varying work styles and effective sales techniques. This course will prepare participants to take the National Professional Certification in Customer Service.
Course Content:
Understanding customer relationships, building rapport, personal skill development planning, confidence/influence skill building, personality styles, communication techniques, business ethics, time management, goal setting, positive selling techniques, passive and active listening, verbal and nonverbal listening, maintaining calm in a stressful situation, creating customer loyalty, meeting customer expectations, creating positive impressions, accommodating customers with disabilities and closing the sale.
Business Writing
This course helps participants review and strengthen everyday Business Writing that is most frequently used in the workplace. The overall goal of the course is to ensure that participants can demonstrate effective Business Writing abilities that will translate into more efficient customer service and selling skills.
Course Content:
Spelling, Punctuation, Word Usage, Writing styles, Memos, Business letters, Writing persuasively and Communications Styles.
Business Math
This course helps participants review and strengthen everyday Business Math that is most frequently used in the workplace. The overall goal of the course is to ensure that participants can demonstrate effective Business Math abilities that will translate into more efficient customer service and selling skills.
Course Content:
Whole numbers, Fractions, Decimals, Fractions, Equations, Formulas, Commission, Discounts, Sales and Property Tax, Simple and Compound Interest and Graphs and Statistics.
National Certification in Customer Service
The Certification measures, documents and showcases skills that describe high-performance work and worker characteristics and communicates the keys to productivity and job success. Those who take the Certification exam can use it to assess their knowledge and promote their professionalism. Earning the Certification shows a demonstrated knowledge and skill level noted as important to successful employment.
The Certification exam consists of 70 questions. All of the questions require you to apply customer service skills and knowledge to determine how best to handle customer service situations. A total of 2 hours are allotted for the Certification exam.
The work-oriented competencies covered by the exam include learning about products and services, assessing customer needs, educating customers, meeting the customer's needs and providing ongoing support, preparing for selling, gaining customer commitment and closing sales and developing and implementing a sales follow-up plan. Worker-oriented competencies include reading, writing, listening, speaking, mathematics, using information and communications technology, gathering and analyzing information, analyzing social problems, making decisions and judgments, organizing and planning, using social skills and adaptability.
Retail Readiness Assessment
The Retail Readiness Assessment (RRA) provides a viable means to assess knowledge, skills and abilities linked to the National Skills Standards. After an individual completes the RRA a profile analysis is generated that can be used to identify strengths and weaknesses in the areas of customer service and sales abilities. Individuals who score high on the assessment are likely to display mastery of the behaviors needed to be a productive employee.
The RRA is an excellent tool to measure critical customer service and sales skills that helps to determine the professional strengths and weaknesses of existing employees and candidates. Many prospective candidates take the RRA to prove to a potential employer that they have the skills and abilities to be successful on the job.
The RRA requires individuals to respond to 97 statements that encompass eight attitudes and aptitudes. These include customer service aptitude and attitude; sales confidence and influence; sales aptitude; sales responsibility; service knowledge; accuracy and candidness. A composite index is generated which provides a reference to the individual’s overall readiness to provide excellent customer service and demonstrate effective sales behaviors.
Workshops
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Customer Loyalty
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How to Deliver Superior Customer Service
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Communication and Customer Service
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Active Listening - Verbal and Non-verbal Cues
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Positive Selling Techniques
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The Effective Sales Associate
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The Hostile Customer
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Time Management
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