Courses

Superior Call Center Customer Service Training

This is the transformative power of Superior Customer Service.
Take me to the Course Overview

A Rapid Response is Waiting

Your privacy is valuable.
We will never share your email with anyone else.

Rated 5 out of 5

“Really good content Mo, your learnings were always amazing… excited to see the new stuff whenever CCTS introduces it.”

Chintan Kalra  |  Convergys

Course Introduction with Patty and Mo

In This Video

  • Patty and Mo talk about the customer service skills from the Superior Customer Service course and why they will be a great fit for your team.

01

You’re here because You want your Service Reps to be Better!

Many service employees end their day feeling drained and disheartened. Intentionally crafting exceptional customer experiences, reps can transform their results and often find customers responding with dignity and patience, almost immediately!

02

Customer Service Training will be a Game Changer

Every Superior Service course we build is unique to the client’s phone calls. We work at the skill level, what the rep says on calls, and we practice extensively during the class, so reps have the confidence to take the new skills right back onto calls the very same day.

03

Complete Customization on Your Phone Calls

We begin a new customer service training initiative by meeting with your company’s managers and listening to calls. We learn what the center is trying to accomplish, your metrics, QA scores and KPIs. We rebuild the conversation, every step of the call, to improve customer experiences. Customers respond better and treat reps with respect. Your CSAT scores increase. Everyone wins!

04

You cannot Impress most Customers if all You do is Complete their Request

When a customer calls a business and asks for a specific request, they expect to have that request satisfied. If that is all we do, most customers will not consider that great customer service. They will grade it as a C or maybe a B-, but that is it.

05

Finding the “Secret Sauce” of Great Customer Service is Our Specialty

How a service rep says what they say makes all the difference. All too often, the service organization is well intended, but they don’t communicate with customers in the best ways. We reengineer the call flow, the way reps talk to customers, loaded with clear, honest and loving communication from the rep. Calls become better quickly!

06

Remember to Sound Thankful They called You

Rather than merely expressing Empathy, follow it with a simple statement of thankfulness that they called you. For example, “I definitely understand how frustrating that can be, and I’m so glad your call came to me.”

“One of the most compelling results of applying the skills from the Superior Customer Service program is the service reps’ day actually become easier!  And it makes sense.  When they work harder and smarter to create more world-class customer experiences, they have fewer customers that want to bully them, and many more customers who thank the reps, praise them and even say, ‘I’m so glad I reached you!’”

Patty Ash

Vice President of Talent & Organizational Development

Call  Center Training Solutions

How do You do more? How do You get that better grade?

Proactive Customer Service Skills!

Do you want your reps to have easier calls, nicer customers, reduced Handle Time and an easier overall day? It’s all about the Proactive Service skills found in Superior Service.

Elevate Questioning

Always prioritize a thorough understanding by posing the right questions.

Transparency in Actions

A key principle is to always communicate your actions before executing them.

Commemorate Resolutions

Did you fulfill the customer’s expectations? Celebrate this achievement.

"But we're trying to do these things already. Why will it be different working with Call Center Training Solutions?"

Take advantage of our knowledge and methodology!!
We have been building wild success stories with call center clients like British Airways, GoDaddy, US Bank, Express Scripts, Verizon and Hewlett Packard. We are expert “word smithers,” where small adjustments in how reps communicate make giant differences in how customers respond. Finally, we know how to implement effective sustainability plans, so the increases you achieve from the training stick for the long-term.

Superior Customer Service

Course Overview

All course modules are fully customized to each client’s service calls.

If you do not see a skill here that your center needs, please ask us about it.

Module One: The Role of Customer Service

Our customer service training starts with the fundamentals that will make your service organization great at creating world class customer experiences.

Sections / Topics / Skills

  • Delivering a Proactive Service Response that will create Happy Customers
  • Seven Call Moments that Make or Break the Customer Experience

Module Two: Building Immediate Rapport

This module presents tools for cultivating rapport even within challenging service environments.

Sections / Topics / Skills

  • Empathy: Rapport’s Best Friend
  • Build Rapport by “Rooting for the Customer”

Module Three: Single Call Resolution

We will delve into resolving customer issues in just one interaction (no calls back into the center!).

Sections / Topics / Skills

  • Establishing Control early on a call
  • Final Critical Communication with Customers to prevent Callbacks

Module Four: Discovery / Expert Issue Identification

This module introduces the essential Discovery skills, centered around asking the best questions to discover the issue.

Sections / Topics / Skills

  • What Happens when we Rush to Resolution?
  • “Step Strategy” for Issue Identification / Easy to Difficult

Module Five: Effective Holds and Transfers

Everyone hates Holds. This module will help agents mitigate problems by effectively discussing the Hold with the caller.

Sections / Topics / Skills

  • Process for Placing a Customer on Hold
  • Process for Transferring a Customer

Module Six: Positive Attitude / Positive Communication

Participants learn proven methods for leaving a positive memory for every caller, even the tough ones.

Sections / Topics / Skills

  • Know Your Triggers!
  • Two Great Responses to Negativity

Module Seven: The Real Keys to Effective Listening

Most customer service training courses have a Listening module, but few really change the way agents listen.

Sections / Topics / Skills

  • Better Questions Equals Better Listening
  • Effective Listening Process

Module Eight: Turning Irate Callers Into Life-Long Customers

Participants have a paradigm shift as they learn that dealing with hostile callers isn’t an obstacle to their jobs. Rather, it is the most important reason for their jobs.

Sections / Topics / Skills

  • It’s Not Personal (and why that’s critical)
  • Quick De-escalation Techniques

Module Nine: Building and Maintaining Customer Loyalty

Participants learn what they can do on each call to keep customers loyal to your organization.

Sections / Topics / Skills

  • Loyalty through Rapport
  • Loyalty Comments throughout the Call

Module Ten: Retention / Saving Disconnect Requests

Telephone associates can employ the skills from this module to keep callers from canceling.

Sections / Topics / Skills

  • Why Retention Matters
  • Process for Saving Disconnect Requests

Pricing

We customize each program to our clients’ needs and goals, so no two prices are the same. For Superior Customer Service, your price depends on how many service reps and leaders take part, the delivery method you choose, and how we customize the ten modules to your service calls. Our clients will tell you that our fees are average while our solutions are world class. Here is some information about how we can build your course content and deliver your new training solution.

We customize everything!
See Our Customization Formula here

Delivery Methods: We use all of the following delivery methods, depending on client needs, location and budget.

  • Live, in-person training
  • Remote training sessions via Teams or Zoom
  • Fully customized video-based lessons
  • Complete e-learning solutions
  • Complimentary Front End Analysis

You want the right solution. We would like to provide the very best, perfectly tailored solution for your needs. Let us listen to your calls and schedule a few meetings with leaders, supervisors, trainers and agents. Let’s discuss your current coaching system. We want to know how your QA and Training teams align with your goals. Once we understand how we can best help, we will send a complete proposal with every step we will take in building your new training package and helping you ignite your center to produce record results.

Contact us today to set up an initial discovery meeting. We can estimate pricing for you, even before we start our analysis work.

Have a small team? If you have just a few reps and a single leader, we can estimate pricing and do a brief analysis of your agents, and send a final proposal very quickly.

Request your discovery meeting

“

Rated 5 out of 5

“Love this content! Your trainings have taught our team so much!”

Tawnia Grone

Autism Learning Partners

Rated 5 out of 5

“As always, Mo, your content and skills are always first class, and we have benefited from your training for years!”

Deepak Joshi

Personiv

Rated 5 out of 5

“Have always loved your work, Mo. Exciting you are still putting great content out here for us to take advantage of.”

Kellen Brittingham

Deluxe Corp

FAQs for Superior Service

Why are so many customer service calls so dreadful?

Customer service calls can be challenging experiences for various reasons.

  • Unhelpful or poorly trained agents

Representatives who lack the necessary training or knowledge to serve customers effectively contribute significantly to poor customer service calls. Sometimes, an agent will provide the correct resolution and the customer still gives a bad score. In these cases, it may be that the rep was competent but not caring.

  • Lack of empathy and personalization

Customers often seek empathy and a personalized approach when they access customer service. All of this is covered in our Superior Service program.

Call center customer service agents can take several immediate steps to enhance customer experiences.
  • Active listening

Practice active listening by paying full attention to customers’ concerns.

  • Empathy and understanding

Strive to empathize with customers, acknowledging their emotions and frustrations.

  • Personalization

Treating each customer as an individual can significantly improve their experience.

  • Effective communication

Communicate clearly and concisely, explaining information in a simple way so customers understand it.

  • Proactive problem-solving

Agents can take a proactive approach by identifying problems before customers raise them.

  • Knowledge and expertise

Continuously improve product or service knowledge to provide accurate information to customers.

  • Timely follow-up

After resolving a customer’s concern, agents should follow up to ensure satisfaction.

  • Ownership and accountability

Take ownership of customer issues and see them through to resolution.

  • Positive attitude

A positive attitude can defuse tension and create a more pleasant interaction.

  • Escalation management

When a customer’s issue cannot be resolved immediately, agents should manage escalations by promptly involving supervisors.

These steps contribute to building stronger customer relationships.

Front line leadership plays a critical role in the success of customer service call centers.

Through ongoing coaching and feedback, front line leaders support agents as they develop their customer service skills, handle customer interactions effectively, and grow into top performers.

Customer service agents can employ several strategies to prevent customers from becoming irate.

  • Use positive language

Choose words carefully and use positive language when interacting with customers.

  • Offer solutions and alternatives

Focus on providing viable solutions or alternatives.

A smart mindset for customer service agents involves adopting certain characteristics.

  • Emotional intelligence

Agents with a smart mindset possess emotional intelligence. This enables them to respond with empathy.

  • Continuous learning

Stay updated on product knowledge, customer service best practices, and industry trends.

It does, because we build the course from the service calls your team already takes. Our first step is to sit down with your managers and hear those calls. If a skill your reps need is missing from the ten modules, just ask.

A Rapid Response is Waiting

Contact Call Center Training Solutions

Do you have a specific need or challenge that you would like help with? Please share that information with us and we will respond quickly.

Contact Us Today
Scroll to Top