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SkillSharpener: Training for the Frontline

Volume 1, 8-1/2" x 11", softcover, 83 pages, $39.95. Volume 2, 8-1/2" x 11", softcover, 85 pages, $39.95. Order both volumes and save 20% Table of Contents Order Now

Each volume of SkillSharpener: Training for the Frontline comes packed with 19 half-hour interactive training sessions guaranteed to interest your reps and improve their skills.

Whether you choose Volume 1, Volume 2, or both, SkillSharpener: Training for the Frontline will help you train and motivate your frontline reps. And all for as little as $1.65 per training session. It’s an unbeatable value.

And, best of all, you don’t have to be a trainer to use these sessions, because each session includes:

• Sample scripts with introductions that help you build interest.
• Professional trainer tips that help you run each session like a pro.
• Training tools like role-play exercises, masters for handouts, quizzes, checklists, group exercises and more.

Each workbook starts with a training guide so that you can plan your training for an entire year. Then, you’ll find sessions on the key topics you need:

• Increasing professionalism on the frontline
• Improving customer relations
• Effective complaint handling
• Developing effective communications skills
• Dealing with stress on the job, and more!

Your reps will learn everything from how to handle an angry customer to how to communicate effectively with email. We put together our most requested training sessions in these two easy-to-use manuals that should be on every manager’s desk.

Table of Contents: Volume 1

1. Introduction and Manager’s Guide
2. Increasing Professionalism
   Fifteen most important qualities for frontline personnel
   Defining the qualities of an excellent CSR
3. Customer Relations
   Who calls us, and what do they want?
   Meeting your customers’ needs
   What to do when you can’t do what the customer wants
   Setting standards for quick response in customer service
4. Complaint Handling
   Improve your complaint handling skills
   Managing the difficult customer
   Handling the angry customer
5. Effective Communications
   How do you sound to customers?
   Fine-tuning your communications skills
   Writing to customers
   Sharpening your listening skills
6. Stress Management
   Managing the stress makers
   Managing your own stress
7. Telephone Techniques
   Getting and keeping control
   Rate your telephone skills
8. Just for Fun
   Team building and motivational exercises
   Team building through play

Table of Contents: Volume 2

1. Introduction and Manager’s Guide
2. Increasing Professionalism
   Building a positive self-image
   Setting personal objectives

3. Customer Relations
   Building rapport with customers
   Responding to customers’ requests and concerns
   Bridging the language barrier
   Working with diverse people

4. Complaint Handling
   Proactive complaint handling
   Recovery skills: How to save a lost customer
   Turning complaints into sales

5. Effective Communications
   Assessing and improving your phone voice
   Netiquette: Guidelines for customer friendly email
   Slash word clutter in your written communications
   Building listening awareness: A checklist of good behaviors
   Building rapport with internal customers

6. Stress Management
   Control on-the-job stress: Rate your vulnerability
   Freeze and neutralize stress as it happens

7. Team-Building Skills
   How to give performance feedback for a stronger team
   Receiving feedback from teammates
   Assessing team productivity
   Team problem-solving techniques

Your Guarantee of Satisfaction

SkillSharpener: Training for the Frontline is guaranteed. We want you to use this valuable resource, put its ideas to work in your department, train your customer service representatives and help them excel. Then, if you are not 100% satisfied, you may return it within 30 days for a full refund.

About the Publisher

SkillSharpener: Training for the Frontline is published by the Customer Service Group.

The Customer Service Group provides management and training materials through its newsletters, The Customer Communicator and Customer Service Newsletter, books, and Customer Service Week support materials.

 

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