Virtual Customer Service Training to Increase Customer Loyalty and Revenue
Give your team the customer service skills training needed to win customers, increase renewals, and keep them coming back
Virtual Instructor-Led Training for 2021
Start dates for virtual sessions are listed below. Inquire for specific schedules.
March 15, 2021
Why Choose the Virtual IMPACT for Customer Service Training Program?
The service experiences your customers have with your staff will ultimately determine if they stay with your company and buy more, or if they decide to take their business elsewhere.
Virtual IMPACT for Customer Service is a customizable training program designed to give your customer service representatives the skills needed to delight customers, grow customer loyalty, and differentiate your company from the competition with world-class customer service.
Who is This Program Intended For?
Service professionals responsible for providing exceptional customer experience, including customer service representatives, parts and service reps, service/repair technicians, project managers, and more.
Program Benefits
IMPACT for Customer Service is designed to fit the everyday environment of customer service employees while teaching them how valuable their function is to business profitability.
The steps of IMPACT for Customer Service are:
INVEST
Understand the challenges and expectations of the customer service role and evaluate your customer service attitude
MEET/GREET
Optimize every customer interaction and build a bridge by developing trust and rapport over the telephone
PROBE
Identify and understand customer expectations and turn customer dissatisfaction into a positive customer experience through exceptional service
APPLY
Learn when and how to present recommendations and provide solutions that connect to customer needs and wants
CONFIRM/CONVINCE
Confirm your recommendation, manage customer concerns and objections
TIE-IT-UP
Close the interaction, establish next steps, and thank the customer
What’s included in the training program?
- Six hours (presented as three 2-hour sessions or six 1-hour sessions) of practical, easy-to-implement customer service skills training presented by one of our expert facilitators
- Personal assessment designed to help service agents increase emotional intelligence and interact effectively to build relationships with customers
- The VIrtual IMPACT for Customer Service workbook and job aids to help participants provide great customer service
- Qstream – a mobile reinforcement app designed to deliver reinforcement tips and quizzes at customizable intervals
Is your service translating into additional revenue? Give your customer service professionals the skills and confidence to create exceptional experiences with every customer interaction they have.
Client Testimonials
Frequently Asked Questions
How can the program be customized?
Customer Service training programs can be customized to include learning tools and communication templates that incorporate the language, examples, and case studies that are most relevant in your organization’s unique environment.
Are communication skills covered in the training?
Through hands-on learning activities, participants will learn the etiquette required for successful, customer-forward communication. Your team will learn to listen for cues and identify the behavior style of external customers over the phone, and adapt their communication approach to match. They’ll also be instructed on the most effective way to communicate with internal customers—boosting alignment and collaboration within your organization.