Vital Learning Online
Delivering Customer Focused Service
02PDVM16 $99
An
interactive online skill builder for customer service
professionals, Delivering Customer Focused Service, gives you a
chance to analyze the skills and strategies you use every day in
your job, to identify the techniques that you do very well, and
to develop ways for you to do your job better. During this
training, you will learn guidelines for delivering customer
focused serve including understanding your role as a
professional, the essential skills of communication-listening,
questioning, verifying, explaining, and a four-step customer
service model.
Course Length: Internet/Intranet-1.5 hours
Click Here to Register.
Course Description
During this training, you will learn guidelines for delivering
customer focused service including understanding your role as a
professional; the essential skills of communication --listening,
questioning, verifying, explaining; and a four-step customer
service model.
Course Objectives
Upon completing this customer service skill builder, you will be
able to:
- Describe the importance of professionalism to a customer
service professional.
- List characteristics associated with professionalism that you
can exhibit on the job.
- Identify the professional characteristics you already exhibit
on a regular basis, and the professional characteristics you need
to develop or improve.
- List action items that if achieved will improve your
professionalism.
- Describe the importance of each of the essential
communication skills (listening,
- questioning, verifying, and explaining) in customer service
situations.
- List and describe the techniques involved in correct use of
each of the essential communication skills.
- Perform the four steps of the customer service process,
including proper use of the essential communication skills.
- List the four steps of the customer service process.
- Describe what happens at each of the steps in the customer
service process.
- Describe the use of the essential communication skills in
each of the four steps of the customer service process.
Contact Information
For more information or to register contact Bismarck State
College's Southwest Workforce Training program at (701) 483-2139
or email Cheryl.Templeton@bsc.nodak.edu
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Completing the Customer Agreement
02PDVM17 $99
From the
moment a telesales person obtains the customer's "permission to
ask questions", they've been building a chain of agreement with
the customer. Now, it's time to turn that agreement into action.
By the end of the recommendation process, both the telesales
person and the customer have agreed that the products or services
proposed will provide customer benefits by helping achieve those
objectives. In this course, you will learn to obtain customer
agreement to the purchase.
Course Length: Internet/Intranet-1.5 hours
Click Here to Register.
Course Description
Welcome to Completing the Customer Agreement. This course follows
an interactive design geared toward increasing your skills in
effectively completing the customer agreement.
Course Objectives
When you have completed this module, you will be able to move
confidently and efficiently from the recommendation stage of the
selling conversation to "close" the sale with a clear customer
agreement.
Contact Information
For more information or to register contact Bismarck State
College's Southwest Workforce Training program at (701) 483-2139
or email Cheryl.Templeton@bsc.nodak.edu
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Dealing with Difficult Customer Situations
02PDVM18 $99
Dealing
with Difficult Customer Situations is an interactive online skill
builder for customer service professionals to provide you with
techniques for dealing with difficult customer situations. Your
role as a customer service professional offers many rewards and
satisfactions. But there are many frustrations inherent in the
job. During this training, you will learn general guidelines for
dealing with difficult customer situations, two techniques for
dealing with customers in such situations: calming and focusing,
and then practicing what you have learned.
Course Length: Internet/Intranet-1.5 hours
Click Here to Register.
Course Description
During this training, you will learn general guidelines for
dealing with difficult customer situations, two techniques for
dealing with customers in such situations: calming and focusing,
and practicing what you have learned.
Course Objectives
Upon completing this training, you will be able to:
- Demonstrate the calming and focusing techniques in a
difficult customer service transaction.
- Identify at least four clues that indicate the existence of a
difficult customer situation.
- Give two reasons why the use of calming and focusing skills
is important in dealing with difficult customer situations.
- Describe the calming technique for dealing with upset
customers.
- Describe the focusing technique for dealing with upset
customers.
Contact Information
For more information or to register contact Bismarck State
College's Southwest Workforce Training program at (701) 483-2139
or email Cheryl.Templeton@bsc.nodak.edu
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Initiating the Outbound Call 02PDVM19
$99
The relationship
established in the first few seconds of the outbound telephone
call will dictate the chances of success. But today it's getting
both harder and more important to move quickly to establish a
positive relationship with the customer. In this course,
participants will learn how to persuade the person they're
calling to spend a few minutes talking to them, so that they
increase their chances of finding ways in which your
organization's products or services will benefit the
customer.
Course Length: Internet/Intranet-1.5 hours
Click Here to Register.
Course Description
Welcome to Initiating an Outbound Call, an interactive skill
builder designed to increase your effectiveness in handling
outbound calls. This course is interactive and assumes our
commitment to learning how to do your job more effectively.
Course Objectives
When you have completed this module, you will know how to
establish a positive relationship with the customers you have
called, and you will be able to obtain customer agreement to have
a conversation (including customer "permission" to ask
questions).
Contact Information
For more information or to register contact Bismarck State
College's Southwest Workforce Training program at (701) 483-2139
or email Cheryl.Templeton@bsc.nodak.edu
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Making Customer Recommendations
02PDVM20 $99
The
recommendation begins where the discovery leaves off, with a
clear consensus about the customer objectives. Their not selling
products and services, their selling "solutions" that can help
the customer reach his or her objectives. In this course,
participants will learn the 4-step recommendation process, which
is an essential part of your customer interactions.
Course Length: Internet/Intranet-1.5 hours
Click Here to Register.
Course Description
Welcome to Making Customer Recommendations, an interactive skill
builder designed to increase your effectiveness in making
recommendations. This course is interactive and assumes your
commitment to learning how to do your job more effectively.
Course Objectives
When you have completed this module, you will be able to make
clear recommendations to your customers based on the "clues" you
identified during the discovery process, the agreement you and
the customer have reached, and the objectives you aim to meet
through the selling interaction.
Contact Information
For more information or to register contact Bismarck State
College's Southwest Workforce Training program at (701) 483-2139
or email Cheryl.Templeton@bsc.nodak.edu
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Negotiating About Money 02PDVM21
$99
Many telesales people
will find negotiating about money to be the most difficult part
of the entire selling process. There are a lot of reasons for
that. But the reality is that customers expect to pay for the
products or services they purchase. Their challenge and
businesslike manner. In this course, participants will learn the
foundations for selling interactions in which money does not
become a bone of contention. They will learn the important steps
in the selling as a service process.
Course Length: Internet/Intranet-1.5 hours
Click Here to Register.
Course Description
Welcome to Negotiating About Money. This course follows an
interactive design that focuses on value rather than cost and is
geared toward increasing your skills in negotiating prices.
Course Objectives
When you have completed this module, you will be able to
negotiate about prices in a way that focuses on value rather than
cost and that demonstrates both sensitivity to customer concerns
and the honesty of your organization.
Contact Information
For more information or to register contact Bismarck State
College's Southwest Workforce Training program at (701) 483-2139
or email Cheryl.Templeton@bsc.nodak.edu
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The Incoming Sales or Service Call
02PDVM22 $99
The
relationship telesales people establish in the first few seconds
of the customer's call will dictate they're chances of success.
The first words out of a telesales person's mouth are the most
important part of the whole customer interaction. In this course,
participants will learn what they can do to help make sure the
conversation, and relationship with the customer get off to a
positive start. They will also learn how they can make the
transition from taking an order or providing a service, to a
sales conversation.
Course Length: Internet/Intranet-1.5 hours
Click Here to Register.
Course Description
Welcome to the Incoming Sales Call, an interactive skill builder
designed to increase your effectiveness in handling incoming
sales calls. This course is interactive and assumes your
commitment to learning how to do your job more effectively.
Course Objectives
At the conclusion of this module, you will understand how to use
effective listening skills, you will be able to demonstrate the
ability to identify opportunities to provide customers with
additional products and services, and you will be able to make
the transition from a "service" to a "selling" conversation with
the customer.
Contact Information
For more information or to register contact Bismarck State
College's Southwest Workforce Training program at (701) 483-2139
or email Cheryl.Templeton@bsc.nodak.edu
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