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
Why Choose the 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.
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. This live, instructor-led program can be offered virtually or in-person.
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. Our program is a six-step, easy to follow plan that will have everyone on your customer service floor engaged and driving value to your business.
The six steps of the IMPACT for Customer Service program are:
INVEST
Understand the challenges your team faces and the overall expectations of the customer service role. You will then be able to evaluate your customer service attitude, what is working, and what needs a bit of improvement.
MEET/GREET
Optimize every customer interaction your service team has and begin to build a bridge by developing trust and rapport over the telephone, video call, or in-person. We teach your team how to be more of service to the customers they are interacting with on a daily basis.
PROBE
Identify and understand customer expectations and turn customer dissatisfaction into a positive customer experience through exceptional service. This includes providing your team with the ability to meet customer needs and generate solutions to problems as they arise.
APPLY
Learn when and how to present recommendations and provide solutions that connect to customer needs and wants. Your customer service team will gain the ability to think and act in the call to suit your customer needs as they come.
CONFIRM/CONVINCE
Confirm your recommendation, manage customer concerns and objections. Your team is only human, so building the correct skills to navigate sometimes difficult conversations is important to keeping overall morale high.
TIE-IT-UP
Close the interaction, establish next steps, and thank the customer.
What’s included in the training program?
- Six hours of practical, easy-to-implement customer service skills training presented by one of our expert facilitators. This live, instructor-led program can be offered virtually or in-person.
- Personal assessment designed to help service agents increase emotional intelligence and interact effectively to build relationships with customers
- The IMPACT for Customer Service workbook and job aids to help participants provide great customer service
Give your customer service professionals the skills and confidence to create exceptional experiences with every customer interaction they have.
Client Testimonials
“The IMPACT for Customer Service program was excellent. It helped bring our team to the next level by showing them how to adapt their communication to match the styles of the people they’re interacting with on a daily basis. The best part of working with The Brooks Group team was the customization process. The time they spent from a consultative standpoint allowed them to understand our operations, culture, and needs–and tailor a program that really hit home with participants.”
Lynn Clark.
Vice President, Guy M. Turner, Inc
“The IMPACT for Customer Service Program was outstanding and has enabled us to bring our Customer Service team into the same training platform as our Sales force. They can now share a common language around IMPACT. The overall energy and results received from our planning sessions through to the actual training event exceeded all other training services I have been a part of.”
Chris Jones
VP of Dealer Relations, C.H.I. Overhead Doors
“The Brooks crew did an excellent job of understanding our company, clients, employees, and objectives—then customized the course to suit our needs. The outcome was a full day of training that provided exactly what we needed to give our employees the tools to engage with customers to achieve the best outcomes for all. This will allow us to turn our customer relationships into a differentiator. I would recommend The Brooks Group’s Customer Service training for any industry and any type of employee that is customer facing.”
Morgan Brady
CEO, Composite Resources, Inc.
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.
Additional Insights to Improve Customer Service Skills
How to Increase Sales by Focusing on Customer Service
The Essential Customer Service Skills That Translate to Increased Sales
