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