"I liked the course [curriculum], it was well planned out, easy to navigate and had a lot of helpful tools and ideas. I will take this info with me throughout my work and will use the knowledge to help train and support my staff."
Heather W. Credit Supervisor
“Just completed the entire course [curriculum]. Definitely enjoyed the avatar version as opposed to the written with video. The course topics were/are very relevant and useful. I am using this as a foundation to ensure that my agents (new/current) have the same basic understanding of 'what' customer service is and have the knowledge of 'how to' provide proper (professional) support. With customer service going beyond a department, I am going to recommend this course corporate-wide. Great foundational tool for everyone!”
Cindy L. Customer Service Manager
"Thank you for providing our reps with this training course. I can definitely say this will help us continue to provide great customer service to our customers. I am looking forward to the next training course your company has to offer."
Angela W. CSR Supervisor
"I already have extensive customer service experience, and this course solidified or put into words some of the basic principles that I have been learning on the job. It presented these principles in a structured manner, and was a good review, and reinforced what I have been learning on the job."
David D. CSR
"I found your courses to be very clear, concise, and thought provoking. A great tool to utilize in professional, and personal lives at all levels, and serve a diverse population. The course contents have provided aspects of learning that will continually enhance lives and foster results that will have resounding effects for a life-time. Thank You for this life-enhancing opportunity!"
Rhonda P. CSR
"I would strongly recommend all employees take this course. It applies to both internal and external customers. One of the most effective courses I have taken where the instructor customized role playing for those participating by name on the slide examples. Show time concept is excellent."
Ron S. Service Sales Manager
"This course is a valuable asset to add to your 'skills' toolbox! I would not hesitate to take this course again if offered in the future. Instructor was attentive to class needs. Amazing to watch Jim instruct with such authority without Power Point!"
PJ C., Sr. Field Service Tech
<Coach's Note: I did use PP, they commented on how it was very interactive and there was no reading of or relying on PP.>
"Take the class, you will learn so much. I did not know I could say stuff like this to customers. After this class I have more self confidence in my zone and am ready to step out from the shell that I feel I was locked in. I would like to attend the next section."
Charles A., Tech Support, Repair Dept.
"Relevant content, teacher/student interaction, real situations discussions. Instructor really knew his content! Best course from a [company] I have ever had! Everything in the course is relevant to situations that I might encounter in my position."
Erik N., Sr. Tech Support Engineer
"This course was very interesting. I feel this course was spot on and Jim was a great teacher. Take this course."
Timothy W., Field Service Tech
"This course provides fuel for wanting to be the best [company] representative possible. Gave specific direction on interacting with customers, both internal and external."
Tanya P., Order Management Manager
"This is a must take course for customer service reps who are constantly on the phone with customers. Class participation was extensive and helped to apply the techniques discussed."
Anthony S., Repair Tech
"Excellent instructor, topic is dead on for customer service. Points out things we should be doing or want to be doing, but never knew how to handle properly. Shows how one word can change the outcome of an issue or how the inflection of your voice can show concern and change a customer’s attitude and outlook. Customers will be pleased!"
Chris L., Proj. Coordinator, Mining Repair
"It re-establishes and identifies basic principles of communication and interacting with people in our profession and life. Most of us have these skills; but over time they can erode due to fast pace and high pressure environment."
Mike B, Technical Services Manager
"Best course I have attended in years. Very practical. Every item discussed. Can be used in our daily job. No time was wasted. Jim was prompt with time and controlled the team."
Pat M, Field Service Manager
"Attend with an open mind and positive attitude. You will be surprised how relevant each part of the training is and how much you learn about the content and yourself."
Scott W. Director Technical Services
"Enhanced my understanding of customers and the phases of grief that each will be having and how to defuse the anger in order to make the solution more thorough with the customer."
John S, Field Service Manager
"It is an excellent course."
Stefan K., Business Manager
"It was time well spent to realize the impact of what we say and how we say it to others in different situations."
Ragu B., Application and Support Engineer
"It's not just customer service skills. It's people skills. Life skills. This is training that has immediate applicability in the field and in life."
Michael S., Field Service Rep
"It will surprise you how much you will learn & give far more understanding of other people's attitudes. It will cause you to question yourself before speaking. Excellent course."
Mark C., Project Manager
"Excellent course!!! No matter what you know and the skills you have learned you can pick up valuable aspects in every aspect of the training!"
Bill L., Training Manager
"Very interactive and helpful for building upon my existing skills immediately. The online courses before the class were excellent; introduced the concepts so I was ready to put them into practice during class participation."
Barb B., Customer Service Managed Accounts
"Excellent customization of standard material. I really feel that the learning experience was bolstered by making examples and other aspects of the class real to me. This kind of instruction has made it easier to relate to and therefore easier to apply outside of the classroom."
Mark C., Field Service Rep
"Glad I had to take this course. Would recommend to ALL 'company' employees. Take this, it will help!"
Wendy B., After Market Sales Support
"Very informative, relates to the job-specific. Opens lines of communication with how to interject in various customer oriented situations as well as real life scenarios."
Ronda D., Customer Support Field Service
"The training was very productive and useful. It opens your mind up to where you are when it comes to customers and where you can improve. These techniques are not just limited to customers, they are valuable tools to use anywhere. I personally will begin applying them!"
Eldrick L., Field Service Rep
"The course is very helpful to facilitate healthy interactions between 'our company' and the customer. I would say the knowledge gleaned from this course would, if applied, help our company grow by increasing customer satisfaction and loyalty."
Michael T., Field Service Rep
"This course was very helpful and I would recommend it to everyone I work with. There are a lot of things in this class that everyone in every position (project mgmt, sales, etc.) can use."
Pete Y., Technical Coordinator
"When people think about customer service training, especially those in customer service or support roles, they think they may already know it all. While they may know what to do, they may not know how to do it. This course teaches both aspects very well. It can be summed up this way: this training is about learning the skills and attributes to solve customer issues and build customer loyalty. Love it !!! Show time!!!"
Rob P., Technical Support Manager
"This course covers some common sense tools that are not commonly found in practice on a day-to-day basis. Take time to hone these and it will make a positive difference in your day."
Jeff D., Manager Technical Services
"Very effective. Skills taught and utilized will make it easier for teams to do their jobs more professionally and efficiently to enhance customer satisfaction and service. Coaching skills will help managers enhance ability to recognize opportunities for improvement and areas to reward desired behaviors for their teams."
Gail A., Manager Customer Service
"The information was specifically related to my job - what I do each day. Anyone can take something from this class. I thought defusing anger was the best topic discussed. A lot of ideas and helpful information to use the skills."
Kelly S., Call Center
"This is a consistent, systematic approach for refining customer service skills. Customers remember how you make them feel. The ability to listen actively, defuse anger, and problem solve leads to customer loyalty".
David C., Technical Support
"Jim gave good ideas on how to help us best keep our customers happy and satisfied with 'our company'. Even though at times we can't always meet their expectations we can show them options that may help."
Jo Ann B., Customer Service
"This course helped me to take a step back and realize some areas for improvement that will change the flow of my calls, and make my calls more effective. It was also fun and helped me gain confidence. I think we should do this more often. Thanks."
Maria R, Call Center
"I came into the training with feelings of doubt that I would have any interest or really learn anything that I didn’t already know. I must say I have a new view on what should be common sense to everyone whether it is in the workforce or personal life."
Chad F., FSR
"I have been doing service work for 27 years with 18 years at my current position. I can only imagine how much my ability could have benefitted from this training if I had it 25 years ago. It is an awesome class. Do not miss it!"
Eric W., Sr. Field Service Representative
"This has been an excellent course and made me think about techniques I use but could use some tweaking. Makes you think about the real importance of customer service in an organization."
Jim E. Customer Service
"I believe this course was very informative. It taught me different techniques and telephone etiquette processes to utilize for providing the best customer service possible for the customers to feel comfortable so they knew that I was trying my very best to help them. I liked the style of learning that was made available at my disposal and I will definitely make sure that I use it in the future."
Annette S, Customer Service
"It was really helpful to have this course study and to have a "refresher course" to be reminded of how much customer service starts and ends with me. Each training guide was helpful in it's own way and I will benefit from each one."
Linda B., PSR
"This course is fantastic and the ease of use and ability to work at your own pace make it even better. The courses are geared toward providing exceptional customer service no matter what profession or service may be provided.
The information is in-depth without being elementary. I learned so much and have found that both myself and the 16 staff members who work for me are utilizing what we've learned in our daily interactions. The topics covered give great insight to improving even the best customer service providers. I highly recommend this to anyone who provides even the slightest bit customer service in their day!!"
Tracey R. Helpdesk Supervisor
"I found the course very reveling. There's things in here that make you think and that's a good thing. It's a brief and to the point course. It shows you may real life situation and how to handle things, both good and bad. I've dealt with people on all ends of customer service and the bottom line is that all anyone wants is whatever the product their paying for is what it's supposed to be and on time, and if not then we as people expect an answer and a solution as soon as possible, and not the run around. So yes I see a lot of good not only for myself, but for anyone who takes this course. Thank You"
Don H - Help desk Analyst
"I found the information useful for both my professional and personal life. Active Listening is so important in all relationships and particularly with initial customer interactions. The checklists of steps to follow seem like an easy way to avoid many conflicts and help me create a new way to respond. I also enjoyed taking the 'exercises & case studies' portion of the courses. Thank you for making the content relevant and easy applied to my daily life."
Patti W. Business Development
"I have seen a return on the investment already. I had one rep relate how she used the strategies in defusing anger [course] to calm a customer down and move forward in problem solving. She was ecstatic! We are spending an hour each morning on training and developing our skills. I hope to relate more victories in the future."
- Bryant McN - Customer Service Director
"While at Tyco M/A-COM I utilized STI for a company-wide [web-based] program for customer service, we trained over 800 employees with your program! The management team was very pleased with the results of that program and I enjoyed working with the STI staff as we developed the program.”
- Mike E. - Vice President
"In my line of work, the tools that I have learned in the courses have truly been a great tool to use. It has helped me to be more of a people person and to learn why people are the way they are and how to deal with them in a professional manner. I have been in the customer service field for more than 6 years, and I have not learned as much as I have in these 9 courses. And it only took me a week. It has taught me the proper way to make and receive telephone calls and emails. Plus other things as in stress management and problem solving. Thank you soooo much."
- Diona W - Customer Service Representative
"This course was very helpful in a lot of ways. It made me think more about how I do thing and how I respond to things that put a positive swing on every thing that I do."
- Annette S - Customer Service Rep
“Courses were right on target for my department. I have been able to relate to each one and appreciate the useful tools and tips to apply. I certainly would recommend these classes and look forward to more classes online.”
- Mary B. Customer Relations
"Being in Customer Service for over 20 years, I thought I knew it all, but surprise, surprise, even an old dog can learn something new. I was amazed at how much I knew and was doing correctly, throughout all the courses I took, but also how much I did not know and how much new information I have learned, which has opened my mind to a better understanding of myself and others I come in contact with. Thank you for a very fine approach to setting up your training modules, it was very user friendly, extremely informative, hands on, and mind opening."
- Chris Y - Senior Field Service Technician Specialist
"Great courses, a gentle reminder of things we sometimes get too busy to think about."
Autumn G. Customer Service Rep.
"I am new to management and this course was very helpful to me. I enjoyed learning different ways to communicate and listen to our customers and my coworkers. I have all the courses printed and I will be using each of these to help advance my management skills in the future."
- Annie B. Manager
"I have just finished the course and thoroughly enjoyed every bit of it! I know I will be applying this on the phone with our patients, in meetings and outside of work. Thank you so much for putting together such clear, helpful, practical and well organized courses. :)"
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Joan S
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