THROUGH THE CUSTOMER’S EYES

An International Customer Service Certification Program

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Whether in an office, a call center, a manufacturing organization, or retail outlet, every customer contact is critical and can mean the difference between keeping a customer for life or losing their business forever.  From your CEO to the front desk staff you need to be certain your employees can build the skills that they need.  That’s why the International Customer Service Association (ICSA) has partnered with Rockhurst University Continuing Education Center to develop and produce Through the Customer’s Eyes, a training and certification program for all your internal and external customers. 

 

Through the Customer’s Eyes will help your staff prepare for—and respond to—interactions with today’s customers.  Attention-getting dramatizations help illustrate common challenges faced by your staff.  And, the “compare and contrast” learning methodology incorporates proven tenets of adult learning theory to demonstrate correct and incorrect reactions to the situations.

 

This comprehensive training resource is available in three flexible formats—as six interactive CD-ROMs which allows for self-paced training, as a traditional video program, complete with workbooks to reinforce and enrich the learning experience or as an instructor-led, onsite seminar complemented by the vignettes from the CD-ROMs or videos.  Best of all, the entire program is self-contained, so you can choose the best method and time for your staff to complete these skill building exercises…and ensure they understand essential concepts before moving on toward certification. Employees may take the certification tests through traditional testing methods after each module during the onsite training day or video training.  CD-ROM users undergo testing and receive certification right on the web.

 

Through the Customer’s Eyes was co-developed by ICSA and Rockhurst University Continuing Education Center.  This is the same proven partnership that developed the management-level training, Certified Customer Service Professional Program (CCSP), which has become the industry benchmark.

Module 1 – Why Customer Service Matters

 

This module introduces the core concepts of:

·         Lifetime Value

·         Value

·         Benefits

·         Cost

·         Listen, Apologize, Fix, and Follow up

 

Chapter 1:       Why Customer Service Matters

Chapter 2:       Customers Are the Lifeblood of Any Business

Chapter 3:       Customers are Attracted and Retained by Superior Value

Chapter 4:       Great Service Means Loyal Customers

Chapter 5:       Creating Lifetime Customers

 

 

Module 2 – What Customers Want

 

This module introduces the core concepts of:

·         Customers Want Good Service

·         Personal Attention

·         Employee Competence

·         Promptness

 

Chapter 1:       Exceptional Service

Chapter 2:       Personal Attention

Chapter 3:       Employee Competence

Chapter 4:       Promptness

 

Module 3 – Essential Customer Service Skills Part 1

 

This module introduces the core concepts of:

·         Empowerment

·         The Service Attitude

·         The Art of Active Listening

·         Patience and Persistence

 

Chapter 1:       Essential Customer Service Skills

Chapter 2:       Customer Analysis

Chapter 3:       Concepts, Beliefs, Actions

Chapter 4:       Active Listening, Patience and Persistence

Chapter 5:       Analyzing the Situation

 

 

Module 4 – Essential Customer Service Skills Part 2

 

This module introduces the core concepts of:

·         Product Knowledge

·         Questioning Techniques That Get Results

·         Providing Information

·         Establishing Rapport, Building Goodwill & Creating Trust

 

Chapter 1 – Questioning Techniques

Chapter 2 – Product Knowledge

Chapter 3 – Providing Information & Building Relationships

Chapter 4 – Establishing Rapport, Building Goodwill & Creating Trust

 

 

Module 5 – Handling Complaints and Dealing with Angry People

 

This module introduces the core concepts of:

·         The Importance of Dealing with Difficult People

·         Focus on Saving the Customer – Not the Sale

·         Three Steps to Customer Delight

·         Techniques for Defusing Anger & Aggression

·         How to Stay Calm in Stressful Situations

 

Chapter 1 – Why Bother with Difficult People?

Chapter 2 – How to Handle Complaints and Deal with Angry Customers

Chapter 3 – Analyze the Situation – Online Ordering Vignette

Chapter 4 – Diffusing Anger & Aggression

 

 

Module 6 – Customer Service as a Strategic Marketing Tool and Customer Service Teams

 

This module introduces the core concepts of:

·         Great Service Adds Value

·         Great Service Differentiates

·         Transaction Satisfaction

·         Teams

·         Team Member Characteristics

 

Chapter 1:       Great Service Equals Great Success

Chapter 2:       Selling Complementary Products

Chapter 3:       Teams

Chapter 4:       Characteristics of Good Teammates

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