Through the Customer's Eyes is a powerful, practical training and certification program for customer
service representatives that will benefit any employee who interacts with customers.
Developed in cooperation with, and endorsed by, the
International Customer Service Association,
Through the Customer's Eyes will help you:
- Improve productivity.
- Increase employee retention.
- Implement consistent training.
- Create dependable service levels.
- Establish objective basis for employee evaluations.
- Create competitive advantage through superior customer service.
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Through the Customer's Eyes guides participants through six distinct modules covering core customer service
knowledge and skills. Follow the links below to learn more and play video samples from each module:
Through the Customer's Eyes uses broadcast quality vignettes of typical customer interactions to demonstrate
right - and wrong - ways to manage service situations. By combining presentation and dramatization with interactive
exercises and other activities, content is presented in an engaging informative manner.
(Play
a video presentation reviewing the benefits of Through the Customer's Eyes.)
This product is offered in two formats to fit your unique business environment.
The interactive CD-ROM gives your employee's the opportunity to study at their own pace on a desktop computer. The videos with accompanying workbooks allow for group training sessions.
Self-paced certification program helps ensure success!
Customer service experts from the International Customer Service Association partnered with adult learning specialists
from Rockhurst University Continuing Education Center to create this cutting-edge training program.
Three key features combine to make this a one-of-a-kind learning tool:
1) Interesting, relevant subject matter.
Practical real-world situations demonstrate the need for - and success of - key customer service skills and competencies.
(Key Skills Taught)
2) CSRs work at their own pace.
Self-paced, self-directed training is less threatening. Hands-on "Activities" give CSRs a chance to apply and practice
their skills immediately, in the safety of a simulated situation (and where missteps and mistakes won't cost you a valued
customer!) In addition, it saves you money by avoiding the cost of employee time and travel for off-site training.
(Play Sample Clip)
3) Certification
process benefits both you and your staff.
Convenient, on-line testing verifies and reinforces key skills of each module. With each success, CSR's competence and
confidence increases, which also boosts self-esteem and morale. You have secure access to training results, allowing you
to objectively monitor employee progress and performance.
(Learn more about On-Line Certification)
