Customer Service Training
	Learn Customer Service Online provides front-line customer service professionals with observable and measurable "mission critical" skills training they need to successfully tackle today's fast paced customer interactions. It's absolutely true that Web-based training is a cost-effective way to learn! Supervisor's coaching guide, job aid checklists and slides are included online for qualified individuals.

"Companies that invest above the average in employee learning outperform in the stock market by more than 45%. Those that don't, under perform by 22%." (ASTD / Bassi)

"Companies that invest above the average in employee learning have 58% higher sales per employee than those who invest below the average." (Training & Development)

"The average business in the US spends 2% of payroll on the direct costs of employee training. The top performing organizations spend between 3.5% to 5%." (ASTD Learning Outcomes Report and Training Magazine).(more ...)

Courses are taught in an interactive, engaging and easy to navigate format.

1. Mission Critical customer care skill sets taught in courses designed for both telephone and face-to-face interactions: These are self-paced courses therefore the time estimates range from an hour or two for many courses and up to three hours for others. Note that although the ASTD certification process has been discontinued, we continue to design courses that meet or exceed the ASTD exacting standards for engaging interaction and instructional soundness.

1. Telephone Etiquette
2. Trust & Rapport Building
3. Active Listening Skills
4. Problem Solving
5. Defusing Anger
6. Stress Control
7. Managing Customer Expectations
8. Business Email Etiquette
9. Goal Setting
10. Creating Customer Loyalty

See full course descriptions by selecting this link or by selecting the "Course List" button (second from the top) on the left hand navigation bar.

2. Observable skills that provide measurable outcomes - view Client Quotes:

• Tests at the end of each module demonstrate knowledge gained
• Test results are e-mailed to up to three people you designate
• Transcripts are available during the term of membership
• Skills observation checklists (Job Aids) to demonstrate transfer of knowledge and skill back on the job

Hear the presentation made to the ASTD International Conference about how the first six courses (plus Team Building) were customized for Shell and the results they achieved - including a financial return of six times the investment.

3. Job Aids for each course: Participants can access and print these valuable brief checklists of core skills learned in each course.

4. Coaching guide and Microsoft Power Points practice session slides with detail "how to" notes available for download online. There is no additional charge to access these support tools for qualified * individuals.

• Practice the skill sets course by course in sequence and collectively use observation checklist job aids to identify areas needing improvement
• Use online coaching guide to help students achieve unprecedented results

* To qualify to access the coaching materials: You must be personally registered and complete the courses with a passing score. The students you coach must also be registered to take the courses. Please let us know if you have fewer than 3 people to coach.

5. Highly interactive and engaging course designs. Learning activities include:

• Smart Schools
• Multiple choice, fill in the blank and true/false questions
• Practice sessions
• Listen and learn
• Video clips

Note: All courses have learning activities but not all courses contain all learning activities listed here.

Be sure to visit our new companion e-learning site for Sales Professionals: www.LearnSellingOnline.com

LearnCustomerServiceOnline.com is owned and operated by Sales Training International.

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For additional information call us (800) 551-SELL, (281) 367-5599
or send us your request using e-mail info@saleshelp.com
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