Quality Customer Service Training Program

Curtain going up! Get every person who interacts with external or internal customers ready for an award winning performance.

Let CBR Training help you provide the tools for good people to perform at even high levels of customer service excellence. help you determine where you are and where you want to be.

Who should attend?

• Customer Service Representatives
• Non-profit organization staff
• Tech Support and “Help Desk” personnel
• Education personnel
• Supervisors, managers and team leaders
• Field service technicians

Using innovative techniques and improvisational exercises drawn from the performing arts combined with solid, practical ready-to-use tips, techniques and strategies, we will enable your customer service professionals to:

• Establish a positive rapport at the beginning of a call
• Gather information quickly and easily
• Defuse the irate or upset caller
• Respond to difficult situations
• Give clear, concise instructions and directions
• Present a polished, professional image – in person or on the phone
• Create maximum positive impact throughout a contact
• Take control of out-of-control situations
• Turn complaints into compliments
• Deal with abusive or unacceptable behavior
• Control personal emotional reactions
• Put a positive face on negative information
• Say “no” gracefully
• “Bridge back” a caller who is long-winded or angry
• Make every moment a positive customer service experience