Text Box: Most customer skills programs revolve around basic courtesy and attitude. Our flagship Great Customer Connections program is different. It teaches you specific communications skills that dramatically change the dynamics of your most difficult customer situations—based on proven principles that have dramatically turned around the performance of major customer contact operations. Taught to over 5000 attendees worldwide, and based on the top-selling book of the same name, this program will turning your front-line service team into motivated, skilled professionals who can confidently handle any situation. It will gives your team “day one” skills that will dramatically change the way that they interact with customers—and with each other. Great Customer Connections— the new standard for customer skills The Great Customer Connections program was developed to meet the specific needs of call centers, health care facilities, educational institutions, and other front-line service environments. This unique, proven program is designed to turn your front line team into “top gun” professionals who can handle any customer situation quickly and profesionally. The Great Customer Connections program for front-line professionals is a “bootcamp” style program presented as four intensive 2-hour modules: Module 1: Basic communications skills teaches your front line the mechanics of how to manage any customer transaction successfully – particularly in critical situations. Module 2: How to defuse any customer situation teaches how to understand and manage difficult customer situations, specific techniques for defusing each type of them, and more importantly, how to prevent them from escalating in the first place. Module 3: Productivity skills for customer transactions teaches you how to apply your communications skills to send people away happier and more quickly than you thought possible. Module 4: Guided practice brings the course concepts together in a scenario-based workshop of guided role-playing, designed to help integrate the Point of Contact approach into your own daily communications. Our training methodology is simple, effective, and it really works! We understand front-line customer service like few providers do, and our experience across thousands of participants and tens of thousands of customer transactions will drive real changes on your team. What to Say to a Porcupine - having fun with customer service Based on our #1 customer service bestseller, our What to Say to a Porcupine program is a fun way to teach your team the basics of good service! Using fables and team exercises designed to foster creative ways of looking at customer situations, this program is perfect for general audiences, and is available as a workshop or corporate speaking engagement for your next retreat, conference or team meeting.

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You did an absolutely terrific job! We have sat through a lot of seminars in the past 18 years, but yours is one we can all truly benefit from. I feel empowered!

-Performance Food Group, Northcenter

 

The reaction from everyone today was WOW! We want to bring you back next summer for another session.

-Bates College

 

Your work has literally transformed how we at Colgate University have been working with parents, students, and others--and now some of our staff who were struggling have become stars.

-Dean of the College, Colgate University