1) The Service Mentality
A mind-set for serving customers. 30 minutes

* Offering empathy
* Keeping proper balance
* Having the ability to bounce back

2) Determining Caller Needs I & II
Listening skills and Questioning skills. 15 minutes each (30 min total)

* Welcoming the caller
* Giving feedback signals
* Open ended questions
* Closed ended questions

3) From Curt to Courteous
Introduces the concept of non-visual communication and "Business Friendly" customer service. 30 minutes

* Avoid de-sensitization
* Tone of voice
* Solve the problem

4) Four Cs of Coaching Skills
A practical approach to improving employee performance. 25 minutes

* What is coaching?
* Why is coaching so vital to managers today?
* The Four Cs

5) Five Forbidden Phrases: Avoid negatives
Offer positive alternatives. 25 minutes

* Models five positive alternatives
* On the phone and in-person examples

6) Six Cardinal Rules of Customer Service
Basics of good customer service. 25 minutes

* Illustrates the six cardinal rules
* Fights mediocrity in the workplace

7) Telesales Tips From A To Z (3 courses)
Enhance communication skills. Twenty-six tips for inbound/outbound calls. 15 minutes each (45 min total)

* Features vs. Benefits
* Knowing your objective
* Eliminating credibility busters
* And more...

8) Proactive Customer Service Skills
For proactive customer service: rapport building and cross-selling. 25 minutes

* Cross-selling and up-selling
* Skills to build rapport with customer

9) "Basic" Basic Telephone Skills
The essentials of managing the phone effectively. 25 minutes

* Answering a business phone
* Accurate messages
* Putting a caller on hold

10) Six Steps to Service Recovery
Correcting the problem in not always enough in today's competitive service environment. 25 minutes

* Solve the problem
* Manage their feelings
* Verify satisfaction

11) Seven Keys to a Positive Mental Attitude
Explores the key essentials to developing and keeping a positive attitude on your job and in every aspect of life. 30 minutes

* Choose Your Attitude
* Visualize Success
* Resist Negative Influences

12) How to Avoid Emotional Leakage
Prevent stress from "leaking" through the phone wires. 10 minutes

* Realistic illustrations
* Applies to everyone
* 5-step solution

13) How to Treat Every Caller as A Welcome Guest
Create a great first impression while handling a high volume of calls. 10 minutes

* 3-part greeting
* Handling many lines ringing at once
* Acknowledging the caller's request

14) How to Handle the Irate Caller
Quick tips for diffusing angry callers. 15 minutes

* The A.S.A.P. technique
* What to do if someone starts swearing
* Why you should never make excuses

15) Essential Elements of Internal Customer Service
Helps employees realize we are customers to each other. 25 minutes

* Knowing your role
* The BIF approach
* Internal service is everyone's responsibility

16) How to Deal With the Foreign Accent
Awareness makes communication easier with foreign speaking customers. 20 minutes

* Five point awareness program
* Celebrates diversity

17) That's Just Rude!
Exploring the Rudeness Matrix. 14 minutes

* Intentional vs. Accidental Rudeness
* Rudeness by omission
* Rudeness by commission

18) The importance of follow up after the sale
The five most common scenarios. 15 minutes.

* No ulterior motive call
* Sandwich technique
* New contact situations