Instructor Led Customer Service Training in New Hampshire, USA

Savvy Influencer ...luence for over 30 years. Our experience and unparalleled customer service makes us a trusted partner in your endeavors to build this competencya a competency that will help you become more effective when working with others to achieve positive outcomes for yourself and your company. After attending, participants will: * Positively influence others with or without the benefit of  more...

Achieving IT Service Excellence Based on our experience with tens of thousands of IT professionals, we know that you work very hard and are committed to providing your clients with excellent service. Unfortunately, IT folks deliver service based on what they, not their clients, think is important. This disconnect is why IT continues to miss the bulla ™s eye and think that achieving 100% client satisfaction is not  more...

Customer Service for Service Employees As we say in the hotel business, serving customers and guests is like being on stage. Teach your service employees how to treat their jobs like award-winning performances, and give them techniques for handling different types of service challenges specific to your industry.  more...

Managing Customer Service Teach your management/ supervisory teams to hire and manage a world class customer service team.  more...

Balancing Business and Customer Needs Balancing Business & Customer Needs Overview In our jobs, we are often required to make decisions that impact others in our organization and the profitability of the company. It is often difficult to balance these decisions with the needs of our customers. In this module, we will take a look at how to make these decisions. We will also explore the various relationships we will have with our  more...

Providing Products to Customers Providing Products to Customers Overview Do your palms sweat thinking about selling ? When you think of sales, does your mind conjure up images of slick-talking, manipulative, sleazy, and pushy people? If so, you may be missing a huge opportunity to be of service to your customer! Customer focus is NOT simply a matter of providing outstanding service in response to a customer s stated  more...

Recognizing Value Recognizing Value Overview What s important to you? Do you value the products and services that your company offers? Do you think that your attitude impacts what customers think of your company, its products, and its services? The answers are YES, YES, YES!!! This module helps you develop a perspective on value that will enable you to positively position your company s products and  more...

You REALLY are The One at Your Company You REALLY Are the One at Your Company Overview Do you wish you had a crystal ball to help you deal with some of the challenges you may be facing in the first three months on the job? Here it is! Some of the things you ll encounter when you transition to your job may seem to make your job more difficult. However, many of these challenges are in fact important elements in running the  more...

Transitioning to Sales Transitioning to Sales Overview You solved the customer s problem. Now what? Truly focused customer service professionals are able to transition problem solving calls effectively into sales opportunities. By listening for clues throughout the call and professionally and quickly solving the customer s problem, you have the opportunity to provide further help to the customer by  more...

Developing a Campaign Strategy Developing a Campaign Strategy Overview Campaign: (1) a series of military operations with a particular objective in a war; (2) a series of organized, planned actions for a particular purpose. What s your campaign strategy? What are the organized, planned actions that you re going to follow in order for you to achieve your objective? This module guides you through campaign strategy  more...

Listening and Questioning Listening & Questioning Overview The shortest sales course in the world: 1) ask questions, 2) listen. Listening and questioning are undoubtedly the two most important skills in the sales and customer service professions. HOW you ask questions and WHAT you ask about often determine whether you re going to be given the opportunity to listen so you want to make sure you do it correctly.  more...

Positioning the Sale Positioning the Sale Overview Why do some sales professionals sell more than others? Simple: they know what their customers need and they satisfy it; they position their product or service to meet the explicit needs of the customer. Less effective sales professionals drone on about the features and so-called benefits of their product or service. But the fact is, a feature is ONLY a  more...

Managing Sales Objections Managing Sales Objections Overview Hate objections? Don t listen to anyone tell you differently — no one LIKES objections. But they ARE part of the sales process and they DO provide you with an opportunity to clarify and reposition. What you need is a technique that will enable you to manage sales objections when they do arise — and they WILL arise! This module will give you  more...

Closing the Sale Closing the Sale Overview The bottom line is well, it s the bottom line! All the selling techniques, confidence, and knowledge are for nothing if you can t close the sale. Successful sales professionals close more — and more often — than ordinary reps. Learn the closing techniques that make successful sales professionals successful while simultaneously building the  more...

Integrating the Skills Integrating the Skills Overview Want to tie it all together? This is the module that puts a ribbon on the package of skills you ve acquired throughout HPCS and ties them all together.  more...

Improving Personal Effectiveness Improving Personal Effectiveness Overview Do you wish you had a personal trainer to help guide you? To provide encouragement, perspective, and support? Selling is a tough job. If it wasn t tough, ANYONE could do it! This module helps you discover how you can improve your own personal effectiveness.  more...

Leadership Support Leadership Support Overview Training without reinforcement and follow up is likely to fail. Leadership Support is designed to equip managers and other leaders with the knowledge of the High Performance Customer Service content and skills so they can leverage the investment made by the company and participants. Leadership Support can be used for any or all of the HPCS modules.  more...

Impacting the Customer Experience Impacting the Customer Experience Overview Everything you do or don t do impacts the customer experience! Many things contribute to what the customer experiences while dealing with your company. In order to truly understand what your customers experiences are, we need to better understand what your company offers your customers, who your customers are, what their likes and dislikes  more...

Focusing on the Customer Focusing on the Customer Overview Increased competition has given customers more choices than they have ever had before. Good customer sales and service have become the norm in the past 15 years. As a result, customers expect more. In a competitive environment, we need to be better than the competition. Each customer needs to feel that he or she has all of your attention as if he or  more...

Exploring Social Styles and Motivators Exploring Social Styles & Motivators Course Overview Forget the golden rule (e.g., treat others as you would like to be treated). In today s competitive environment, you must treat customers as THEY want to be treated! In this module, you will learn about four different styles, how to recognize each style, and how to communicate with customers flexing to THEIR style. You ll learn your own  more...

Enhancing Customer Courtesy Skills Enhancing Customer Courtesy Skills Overview Some skills help elevate your customer relationship to the next level; others are prerequisites — they re simply tickets into the big game! Acting in a professional, predictable, and respectful manner is not just good sense, it s a business requirement. However, bad habits are hard to break and even the best of us need a refresher from time  more...

Communicating Effectively Communicating Effectively Overview How do you make sure that the customers are receptive to us? Approach each interaction with the right mindset AND with a strong set of communication skills — presence, listening, questioning, relating, and checkbacks. Customers expect to be heard. Customers expect to be dealing with a competent, knowledgeable rep. Customers expect you to be  more...