Customer Service
Enjoy the convenience of learning online by clicking on any of the e-learning topics. For more information on virtual and classroom training topics contact a D&E Training Consultant at 717-738-8292.
e-Learning
Affordable online interactive learning where individuals and employees can proceed at their own pace. You'll get unlimited access, 24 x 7, to high quality online courses for a full twelve months!
Virtual Classroom
Virtual training provides online sessions led by a D&E Training Consultant. A key feature of virtual training is its interactive elements – the ability to give, receive and discuss information – all from the convenience of home or the office with no travel required.
- Reaching For Stellar Service * - 1 Hour Overview
- Healing Customer Relationships * - 1 Hour Overview
- Caring For Customers * - 1 Hour Overview
- Guiding Customer Conversations * - 1 Hour Overview
Classroom
Classroom training provides a traditional hands-on approach to learning and is led by a D&E Training Consultant. Training sessions can be held on-site at your location or via public sessions hosted by D&E. Classroom training includes customized training materials for future reference.
- Reaching For Stellar Service * - 4 Hour Class
- Healing Customer Relationships * - 4 Hour Class
- Caring For Customers * - 4 Hour Class
- Guiding Customer Conversations * - 4 Hour Class
Recommended Reading
- The Fred Factor, 2004 Mark Sanborn
- Raving Fans, 1993 Ken Blanchard
- Be Our Guest, 2001 Disney Institute
- Delivering Knock Your Socks Off Service, 1998 Kristin Anderson
- Give'em the Pickle, 1995 Robert Farrell
- Customer Service Self Study Course
- Professional Telephone Skills Self-Study Course
Quick Tips
- Take initiative to understand the customer's (prospective / current) situation. Utilize tools, systems and information to available to develop an understanding of the client and their potential needs.
- Learn by listening instead of just hearing. Customers want to express their needs or issues from their own point of view. Paying attention and learning about our customer's needs will ensure you are better equipped to fulfill their needs.
- Effectively probe to get and give results. Uncover the customer's "big picture" needs by asking open-ended questions; get thorough responses with closed questions; get to the need-behind-the-need (details) by asking follow-up questions.
- Share information with the customer as you take action to meet the customer's needs. As you anticipate and understand needs, provide details about our product/service offering.
- Gently refocus the conversation when a conversation gets off track. Recap and show interest in what the customer has said; suggest a productive path giving a reason or benefit and check for agreement.
- Heal the relationship when customers are disappointed or angry. Listen non-defensively, ease the tension; act to improve the situation and leave a positive impression.
*Curriculum provided by © AchieveGlobal