Center for Business, Industry & Labor

              www.cbil.org

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The Center for Business, Industry & Labor (CBIL) offers a diverse selection of courses in Customer Service with flexible delivery options. We have proven successful courses that have been developed by our Customer Service Business Practice Leader as well as industry recognized learning packages. Our Customer Service Practice Leader is an AchieveGlobal and Development Dimensions International (DDI) certified trainer. Programs, courses and modules listed below can be combined in a variety of ways to best meet your specific needs. Call today to schedule a free consultation.

CBIL Developed Courses:

Give ’em The Pickle

This highly interactive two-hour course designed for all employees from the front-line to the executive level shows how to give customers “pickles.” Pickles are every day special extra touches that keep customers happy. Through customer service trivia, team service assessments, self-assessments and personal improvement action plans, you will explore the four daily principles that will keep your customers coming back:

• Service-make serving others your number one priority
• Attitude-how you think about the customer is how you will treat them
• Consistency-set high service standards and live them every day
• Teamwork-look for ways to make each other look good

Knock Your Socks Off Customer Service (KYSOS)

In this interactive two-hour course you will assess where your organization is in delivering knock your socks off customer service. The assessment will enable you to:

• Assess your organization’s current service practices, policies and procedures
• Review eight critical dimensions of KYSOS
• Compare scores with those from more than 100 other companies
• Create action plans for improvement

There are two versions of this course available:

• Manager Version-designed for customer service managers by pinpointing developmental areas and plans for improvement
• Employee Version-focuses on the employees’ perception of his or her ability and those of the organization to deliver KYSOS

Serving a World of Customers

This four-hour interactive course designed for all employees from front-line to executive level explores the key differences that may affect a customer’s specific needs. These key differences are physical ability, language ability, culturally dictated expectations and familiarity with technology. After this course, participants will be able to:

1. Understand the importance of providing helpful, sensitive service to all customers.
2. Discuss the dangers of stereotyping customers.
3. Recognize cues that may point to special customer needs and ask respectful questions to clarify those needs.
4. Generate options and take action once special needs are identified.
5. Recover quickly when their well-meaning efforts have an unwelcome effect.
6. Learn how to apply a process that builds loyalty in customers with special needs.

Meeting Unspoken Customer Needs

This four-hour interactive course designed for all employees from front-line to executive level provides knowledge and skills in uncovering and meeting unspoken but real customer needs which is the key to creating long-term customer loyalty. After this course, participants will be able to:

1. Identify five categories of cues that indicate unspoken needs.
2. Utilize four criteria for effectively meeting unspoken needs.
3. Apply practical methods for interpreting useful data.
4. Ask respectful questions to uncover and confirm unspoken needs.
5. Gain customer confidence by using positive, service-oriented language.
6. Meet unspoken customer needs in ways that yield the greatest benefit at the least cost to both the organization and the customer.

AchieveGlobal Learning Programs:

The Service Difference

This program is designed to give all employees from the front line to the executive level practical skill application in customer service. Seven four-hour modules are available for a maximum of 28 instructional hours. Modules available include:

• Reaching for stellar service
• Connecting with customers
• Guiding customer conversations
• Healing the customer relationship
• Serving a world of customers
• Meeting unspoken customer needs
• Resolving issues

Success through Service

This program is designed to give all employees from front line to executive level knowledge of customer service concepts through reading, video modeling, group discussion and skill practice. This ten hour course consists of the following six components:

• Foundation for creating loyal customers
• Caring responses for extraordinary service
• Understanding behavior for managing service opportunities
• Skills, strategies and choices for handling challenging situations
• Stress management for service success
• Keeping the skills alive: A coach’s tool kit

Development Dimensions International (DDI) Learning Programs:

Service Plus

This one day program is designed to give service providers and their leaders a “tool box” of skills for effectively and efficiently handling all types of customer interactions. This unit is suitable for all work environments such as banking, hospitality, retail and manufacturing. The course consists of these key skills: keys to service, steps to service, extraordinary service opportunities and service boosters. Specific performance objectives for this program are:

1. Think and act consistently to please customers by putting them at the heart of your organization.
2. Create Unprecedented levels of customer satisfaction and loyalty
3. Ensure repeat business from established customers, increase word-of-mouth referrals for your business and inspire loyalty in new customers.

Supporting modules to the Service Plus program include:

Service Plus: Creating a Service Culture: The Service Leader’s Role

This four-hour focused module is designed to give service leaders the “know how” to make their service vision a reality. After attending this course, service leaders will be better able to choose opportunities to use authority and influence to improve customer service, focus their efforts and those of the service providers to achieve the results important to customers and inspire service providers to take actions to create customer loyalty. Specific course topics include:

• Importance of the service leader
• Creating an operational service vision
• Customer-centric work processes
• Partnerships
• Knowledge and skills
• Giving authority
• Action plan

Senior Management Session for Service Plus

Following the delivery of the Service Plus program and assimilation of data, two DDI consultants will visit your organization and introduce this one-day program to senior management. The consultants will coordinate discussion through the following topics:

• Benefits of a strong service culture
• Creating a customer-focused organization
• Diagnosing your service culture
• Developing critical success factors and measures
• Link to vision and values
• Alignment of systems and processes
• Action plan

For more information, please contact Karin Fowler, Business Practice Leader for Customer Service at 314.539.5357 or kfowler@stlcc.edu