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Training Programs

Customer Service Skills

We enable your staff to practice skills and techniques in their own real-world situations, over and over until they feel confident they can handle anything that comes their way on the job. Our highly interactive, practice-rich sessions are fast-paced and enjoyable. We know how to keep each Learner fully engaged in the learning process and prepare them for success on the job. We also provide thorough guidance to supervisors/managers to enable them to provide the best possible leadership to their teams to make the work environment productive for continuous improvement.

ALESYS' Customer Service Skills programs can be customized to your industry and to the culture and specific business goals of your organization.  Click on your industry below to learn how ALESYS can help your organization.

Finance  Financial Manufacturing  Manufacturing
Government  Government Pharmaceuticals  Pharmaceuticals
Healthcare  Healthcare Telecommunications  Telecommunications
Hospitality  Hospitality Training Vendors  Training Vendors
Insurance  Insurance Utilities  Utilities

 





Benefits of ALESYS' Customer Service Skills Training:
  • Greater Customer satisfaction and loyalty as your Customer contact staff are more confident and committed to managing each interaction professionally and effectively.
  • Improved retention among staff because they enjoy their role in managing each Customer contact at a higher level of quality.
  • Increased Customer satisfaction and loyalty resulting from their more positive interactions with your employees.
  • Fewer headaches for front-line supervisors and managers when escalated contacts decrease, and staff and Customers are more satisfied.
  • Improved quality scores on Customer Contacts.

 

 

Customized solutions

ALESYS customizes all training solutions to accomplish the specific business goals and address the performance issues of our Customers.

Customizable programs are the best way to ensure you will realize the behavior changes and bottom-line results that must be the outcome of any training you sponsor.

 

Designed 4 Learnability SealAll programs designed by ALESYS bear our Designed for LearnabilitySM seal, which is our assurance to you that your program has been designed and developed to achieve maximum learning.  It is our Guarantee to you of a quality-built learning solution.

Would you like to learn more about how our Customer Service Skills Programs can improve the performance and business results of your organization?
Call us today at 800.758.1071 ext. 225.
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Customer service Skills Programs
This is a Facilitator-led Program incorporating skill practices, competency checks, and self-study components (paper-based or CD-ROM). It has a modular format that is easily integrated into a broader training plan. Optional with the Program, ALESYS offers a Coach's Packet to help Supervisors or Team Leaders coach and facilitate Learners' application of relevant knowledge and skills back on the job.

Length
2 days of training time either delivered consecutively, or in approximately 2-hour modules over a 2-month period.

Audience
Employees who have regular contact with Customers on the phone or in person as part of their jobs.

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This self-study program can be delivered in a web-based environment or in a paper-based, self-study format. A Coach’s Packet and a Manager’s Packet are optional to help Supervisors and Coaches assist employees in implementing skills and concepts of how to manage Customers most effectively through the e-channels of your organization.

Though designed to be a stand-alone program, Effective e-Service SkillsSM is included in ALESYS' Effective Customer Management SeriesSM. Effective Customer service skills are covered in more detail in ALESYS’ Building Value Through Managed Customer ContactsSM.

Length
3.5 Hours in e-format
5-6 Hours in paper-based format

Audience
Contact Center Staff.

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This is a half-day program consists of two modules of facilitated, interactive learning on key skills and strategies for effectively probing to learn what Customers really want and need. Participants learn a model that will guide their thinking process whenever they need to obtain information from someone to match products and services to their needs.

The second module includes skill practices with taped scenarios that are customized to the organization's specific business. Participants tape their practice sessions and obtain feedback on their progress, making action plans to continue their performance improvement.

Length
4.5 hours delivered in two modules, usually several days or weeks apart, and often integrated into a new hire training program.

Audience
Contact Center Staff.

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The Probing ProcessSM is a Self-Study e-learning program that efficiently moves Reps through essential questioning skills. New hires get the essential interactive communication skills they need in a Contact Center environment to successfully and professionally obtain relevant information from Customers. It's the first step to providing truly effective Customer solutions!

The program dynamically incorporates texts, narrations, animated models, and interactive assessments that reinforce knowledge and skills.  Reps are even able to identify weak areas and to develop specific action plans to address them! As they complete the Probing ProcessSM, Learners can print notes and useful job aids to bring back to the work environment.

Length
1 Hour

Audience
Contact Center Staff.

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This program is an independent Self-Study program in which Learners will gain the knowledge and skills they need to be more effective givers and receivers of performance feedback in the workplace. Learners will practice giving and receiving feedback according to the models presented in the program, through a variety of written and on-the-job activities.

Length
8 Hours

Audience
Front-line employees and Team Leaders

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