How do you help a customer service representative improve his or her effectiveness if you’re not sure which specific skills needs to be learned or enhanced?
How do you target your CSR training at both the individual and organizational level?
How can you reduce your training budget while increasing effectiveness?
How do you ensure consistency of Customer Service?
The Customer Service SKillMap™ assessment and development guide helps service professionals pinpoint the specific skills, habits and attitudes they should focus on for improved performance. It includes an assessment of customer service skills in 12 categories (see example below) providing a graphical representation of each individual’s unique strengths and growth opportunities.
Time Management – The skills needed to maximize productivity when confronted with multiple sales priorities and limited time or resources to achieve those priorities.
Product Knowledge – Having comprehensive, detailed and current information about products, services, markets, competitors and customers that is necessary to achieve significant sales success.
Active Listening – Staying “engaged” throughout the questioning and conversation process, digging deeper as information is revealed. Listening for emotion and subtle meanings as well as tangible content.
*Customer Service SkillMap™: $42.50 *Prerequisite to other courses below
CSS E-Learning Courses – Complete library (12 modules) – 1 year license: $285.00
CSS E-Learning Courses – Individual Modules – 1 year license: $45.00 ea
CSS Audio Reinforcement – Complete Set (12 programs) – 1 year license: $240.00
CSS Audio Reinforcement – Individual Titles – 1 year license: $26.25 ea
CSS Facilitation and Coaching Guide: $1500.00
CSS Total Learning System (Assessment + Full E-Learning and Audio Library): $252.00
*S4B MEMBERS receive 10% off ALL COURSES