Customer, Inc. - Training

Practical Guides

Customer, Inc.'s Practical Guides are short no-nonsense training modules designed to ensure employees are off the job for as short a time as possible. Guides for frontline employees can be delivered in 2-hour time frames in the classroom, and far less in the self-paced web-based format. Guides for supervisors are all four hours or less. Both formats incorporate audio exercises that reflect what your employees encounter every day.

Practical Guides reinforce the skills needed to accomplish specific tasks. Each module is a simple, step-by-step guide that will refocus employees' efforts in such areas as retention, sales, problem solving, and handling difficult situations. Our guides also cover such pertinent topics as basic HR compliance, diversity in the workplace and email etiquette.

Practical Guides can be delivered in two different formats:

	Classroom format In this format use our experienced trainers. Or, if you wish to use your own trainers, we will provide you with an in-depth Leader's Guide with a step-by-step roadmap to getting the most from each module. On-Line In this format, the material is presented in an interactive, engaging style and is hosted on our web-site. All your employees need to do is log on and get started. We will provide you with the necessary reports.
Customer, Inc.'s Practical Guides are available in either Tailored or Customized form.

	Tailored All guides are edited to include your business policies and procedures wherever appropriate. Customized A step beyond tailored; all guides will include tailoring and in addition, all exercises and quizzes will be customized to your business environment. Customization includes audio examples that reflect exactly what your employees hear back on the job.

The same people skills are required for different work environments, but they must be applied differently.

Practical Guides are focused around six distinct business needs.

	Customer Service by phone Customer Service face to face Customer Service in the Field Business to Business Internal Customer Service Customer Service in Call Centers

Front Line Training

Supervisors and Managers

Skills taught in new hire training are often neglected in the demands of the job. Customer, Inc.'s Practical Guides refocus your employees on essential skills.

You choose the training needs:

Winning Our Customers Back
A Practical Guide to Retention
A Practical Guide to Handling Difficult Situations
A Practical Guide to Problem Solving
Reeling in the Sale
A Practical Guide to Increasing Sales
A Practical Guide to Outstanding Telephone Etiquette
Writing in Today's Electronic Media
A Practical Guide to Business Writing
Building Customer Loyalty
A Practical Guide to Building Value
A Practical Guide to Effective Notetaking
A Practical Guide to Call Flows
Billing
A Practical Guide to Call Flows
Troubleshooting
A Practical Guide to Diversity in the Work Environment
A Practical Guide to Sexual Harassment in the Work Environment

Supervisors are often promoted from your frontline employees because they are good at what they do. Now they need the training to become equally effective supervisors.

Identify your needs:

Hiring for All the Right Reasons
A Practical Guide to Interviewing and Selecting
Every Minute Counts:
A Practical Guide to Time Management
Making the Most of Meetings:
A Practical Guide to Conducting Effective Meetings
Diversity in the Workplace:
A Practical guide to Valuing Our Differences
Know the Law, Don't Break the Law:
A Practical Guide to HR Compliance
Making the Most of Your Employees:
A Practical Guide to Feedback and Coaching
Success in the Workplace:
A Practical Guide to Problem Solving and Decision Making
How to Manage'em When You Can't See'em
A Practical Guide to Managing Virtual Employees
Managing for Success:
A Practical Guide to Identifying Behavioral Styles
The Challenging Employee:
A Practical Guide to Documentation and Corrective Action