Our online customer service training sites provide front-line customer service professionals with observable, measurable "mission critical" skills training they need.
These short courses are taught in an interactive, engaging and easy to navigate format and are offered at a very low cost. And, they meet the instructional design and interactively certification standards set forth by the American Society for Training and Development (ASTD). Sales Training International (parent) achieved library certification designation.
1. Expanded Mission Critical customer care skill sets taught in courses designed for both telephone and face-to-face interactions:
- Telephone Etiquette
- Trust & Rapport Building
- Active Listening Skills
- Problem Solving
- Defusing Anger
- Stress Control
- Managing Customer Expectations
- Business E-mail Etiquette
- Goal Setting
- Creating Customer Loyalty
2. Observable skills that provide measurable outcomes:
- Tests at the end of each module demonstrate knowledge gained
- Test results are e-mailed to up to three people you designate
- Skills observation checklist to demonstrate transfer of knowledge and skill back on the job
3. Coaching guide and Microsoft Power Points practice session guide available for download online. Job Aids for each course included.
- Practice the skill sets course by course in sequence and collectively
- Use observation checklists and job aids to identify areas needing improvement
- Use online coaching guide to help students achieve unprecedented results
4. e-Learn + U-Coach is a strategy we see more and more budget conscious companies using. Accessing internal talent is a great way to provide sustainable skill development.
- STI can provide coaches
- You can provide coaches and we will "coach-the-coach.
- CLIENT QUOTES
5. Highly interactive and engaging course designs. Learning activities include:
- Smart Schools
- Quick Quiz
- Practice sessions
- Listen / watch and learn
- End of Course Assessment
6. Short complete courses:
- 60 - 120 minute target completion time per course
- Complete map for each module so you can stop mid course and reenter at the next lesson
7. Membership Based Access:
- 12 full months access to all currently available courses and job aids
- Go in and out as often as you wish during the term of your membership for reinforcement and access to learning tips
8. Very low cost: