| | Module Title | Content Areas | Competencies |
| Attitudes for Service |
Building Customer Loyalty
|
Customer Experience, External Awareness, Attitude Adaptability, Stress Management, Interpersonal Skills, Influence, Communication
|
|
| Coaching a Service Team |
Leading an Effective Service Org.
|
Customer Experience, Leadership, Accountability Results Oriented, Interpersonal Skills, Communication
|
|
| Complaint Resolution |
Building Customer Loyalty
|
Customer Experience, Conflict Resolution Stress Management, Interpersonal Skills, Communication, Attitude
|
|
| Create Loyal Customers |
Building Customer Loyalty
|
Customer Experience, Interpersonal Skills Customer Acquisition, Initiative
|
|
| Cross and Up Selling |
Service-Based Selling
|
Customer Experience, Customer Acquisition Interpersonal Skills, Influence, Communication
|
|
| Customer Follow Through |
Service-Based Selling
|
Customer Experience, Communication Customer Acquisition, Interpersonal Skills, Creative Thinking
|
|
| Customer Value Solutions |
Service-Based Selling
|
Customer Experience, Customer Acquisition, Influence Creative Thinking, Communication
|
|
| Effective First Impressions: Face to Face |
Building Customer Loyalty
|
Customer Experience, Customer Acquisition Professionalism, External Awareness, Attitude
|
|
| Generate Customer Interest |
Service-Based Selling
|
Customer Experience, Customer Acquisition Adaptability, Interpersonal Skills, Communication
|
|
| Internal Customer Service |
Internal Customer Service
|
Adaptability, Conflict Resolution Customer Experience, Stress Management, Professionalism, Interpersonal Skills, Change Management, Attitude
|
|
| Manage Customer Expectations |
Building Customer Partnerships
|
Customer Experience, Interpersonal Skills Conflict Resolution, Communication, Attitude
|
|
| Overcome Obstacles to Customer Service |
Leading an Effective Service Org.
|
Customer Experience, Leadership, Accountability Results Oriented, Interpersonal Skills, Communication
|
|
| Referrals |
Building Customer Partnerships
|
Customer Experience, Interpersonal Skills Customer Acquisition, Professionalism
|
|
| Service to Sales |
Service-Based Selling
|
Customer Experience, Customer Acquisition Decision Making, Influence, Communication
|
|
| Suggestion Selling |
Service-Based Selling
|
Customer Experience, Customer Acquisition Professionalism, Initiative, Creative Thinking
|
|
| Telephone Skills - Inbound |
Telephone Service
|
Customer Experience, Communication Adaptability, Customer Acquisition, Interpersonal Skills, Attitude
|
|
| Telephone Skills - Outbound |
Service-Based Selling
|
Customer Experience, Customer Acquisition Interpersonal Skills, Communication, Attitude
|
|
| Telephone Skills: Inbound and Outbound |
Telephone Service
|
Customer Experience, Communication Adaptability, Customer Acquisition, Interpersonal Skills, Attitude
|