Why search for customer service training for you or your employees when you have an entire library of tried and tested training guides available to you? Managing the Customer’s Experience Toolkit gives access to our complete suite of customer service skills training guides that leads you and your sales managers step-by-step through every facet of how to manage the customer’s experience to increase customer satisfaction and retention

144 Training Lessons, Discussion Points to Facilitate
Comprehension and Individual Action Plans at Your Fingertips
INCREASE PRODUCTIVITY and GET RESULTS FAST

Let Us Ask You This

What is it worth to you if you could solve one or more of the following problems?

Either you or your customer service representatives are unable to craft and manage the customer’s experience
Either you or your customer service representatives fail to define and deliver value to customers
Either you or your customer service representatives display an inability to define customer’s needs
Either you or your customer service representatives are unable to adequately respond to their customer’s requests
Either you or your customer service representatives fail to follow-up on their promises and commitments
Either you or your customer service representatives fail to establish credibility with their customers
Either you or your customer service representatives possess inferior or ineffective communication skills
Either you or your customer service representatives fail to understand what causes customer anger and hostility

So Think About This

Do you receive numerous complaints over the poor service your customers receive?
Are your customers increasingly angry and hostile at the service and responses they are receiving from your customer service representatives?
Do your customer service representatives often hide behind your company’s policies when deal with your customers?
Have your customer service representatives delivered mixed messages to your company that has damaged your company’s credibility?
Are your customers angered by inadequate solutions to their problems?

After you answer these questions, the more important question is what is this costing you in terms of time, money and productivity and can you afford it?

What Would You Gain From

Customer service representatives who deliver an exceptional customer experience
Customer service representatives who define and deliver value to their customers
Customer service representatives who effectively meet their customers’ needs
Customer service representatives who promptly follow-ups on their promises and commitments to their customers
Customer service representatives who effectively manage their customer’s moments of truth
Customer service representatives who adequately diagnose appropriate solutions to their customer’s problems
Customer service representatives who consistently improve their customer’s satisfaction

Here’s How

Managing the Customer’s Experience Toolkit is a series of training guides that feature forty-eight training lessons, each presenting a unique concept, forty-eight sets of questions to facilitate comprehension and forty-eight individual action plans to transfer learning to the working environment. It is unique as it:

Is tightly targeted to a focus on strategies to effectively manage the customer’s experience to improve customer satisfaction
Delivers the appropriate amount of expertise
Focuses on interpersonal skills needed to develop effective strategies to manage the customer’s experience
Shares best practices in developing effective strategies to manage the customer’s experience
Comes with step-by-step instructions to develop effective strategies to manage the customer’s experience
Contains practical strategies, tips and techniques on how manage the customer’s experience
Is flexible in the use and application in a variety of working environments

Managing the Customer’s Experience Toolkit also can be:

Used for standalone self-directed training for individuals
Employed as a training and study guide for small groups
Adapted to deliver classroom training for formal training
Utilized as a discussion guide for small groups
Used as a coaching tool to remedy poor performance or teach new skills
Accessed as a reference tool when problems occur in the future

The use of Managing the Customer’s Experience Toolkit is most effective when the training is combined with actual information, experiences and examples shared by your employees.

Here’s What You Get

The six customer service training guides with the concepts taught within each of them that are part of Managing the Customer’s Experience Toolkit include:

Delivering Exceptional Customer Service

How your customer defines exceptional customer service
The positive impact exceptional service has on your company
The negative consequences experienced by your company resulting from poor service
What is required of you to deliver exceptional customer service
How to develop a positive service attitude
How to set the tone for delivering exceptional customer service
Why exceptional service is defined by a close “attention to detail”
How to productively manage the customer’s experience and deliver sustainable and exceptional service

Managing the Customer’s Experience

How you can personally influence a customer’s experience
How to identify your customer’s needs
How to value your customer’s business
How to make a positive and lasting impression on your customer

Identifying & Meeting Customer Expectations

The role of perception and expectations in customer service
How to identify customer expectations
How to manage customer expectations
How to meet and exceed customer expectations
How to define and deliver value to the customer
How to assure customer satisfaction

Establishing Trust & Credibility

The importance of establishing trust and credibility in the service environment
Understanding your role and responsibility in building and fostering trust
Why trust is built on your personal credibility
How the customer’s previous experience impacts their level of trust
Why your personal actions impact your credibility
Techniques to build trust and credibility with your customers
Strategies you can use to reestablish trust and credibility in a broken customer relationship
How to appropriately use your company’s policy when dealing with customer problems

Listening

The importance of having effective listening skills
The pitfalls associated with poor listening skills
How to improve your listening skills
How to improve your service skills with effective listening techniques

Handling Angry & Hostile Customers

How to identify the reasons why customers are more demanding and increasingly hostile
How to understand the causes of customer anger and hostility
How to handle angry and hostile customers
How to understand how to handle the stress associated with angry and hostile customers

BONUS: Customer Service Representative’s Roles & Responsibilities

As a bonus when you purchase Managing the Customer’s Experience Toolkit we will include as a FREE Bonus to you an additional training guide: Customer Service Representative’s Roles & Responsibilities ($12.95 value) which clearly defines the specific roles and responsibilities of a customer service representative. It helps customer service representatives to competently perform their tasks and assignments to improve service and increase customer satisfaction.

Customer Service Representative’s Roles & Responsibilities will teach you or your employees:

What you need to know to competently handle your job
The value of quality customer service
Your role in delivering quality customer service and what is expected of you
How to develop the competent customer service skills and knowledge
Strategies and techniques to develop good customer service skills
Techniques to develop a personal service attitude
How to handle the negative aspects of your job

So What Is This All Worth to You?

Training consultants can cost you hundreds of dollars per hour and large corporations invest tens of thousands of dollars to develop the quality of expertise presented within Managing the Customer’s Experience Toolkit. You get this valuable expertise and information at a fraction of the cost.

Purchase Managing the Customer’s Experience Toolkit now for $62.95
and save 19% over our retail price of $77.70!

You’ll also receive our Free Bonus:
Customer Service Representative’s Roles & Responsibilities, $12.95 value!

Order Managing the Customer’s Experience Toolkit – a $90.65 value for only $62.95!

Giving You 144 Training Lessons, Discussion Points
to Facilitate Comprehension and Individual Action Plans at Your Fingertips

Without using Managing the Customer’s Experience Toolkit you could continue to waste valuable time and money, allowing your customer service representatives to fail to effectively manage the customer’s experience to adequately solve their problems to their satisfaction.

Now’s the time to work smart so you can save time and make more money for you or your employees by properly training your customer service representatives to effectively manage the customer’s experience to adequately solve their problems to increase their productivity and increase customer satisfaction.

P.S. Don’t forget to purchase a copy Managing the Customer’s Experience Toolkit for each of your employees so they can use it for training as well as use as a reference tool to solve future problems.