InterLINK Management Consulting Products
CustomerLINK

CustomerLINK...building extraordinary customer service from the "Inside-Out"

This is a customer service course that every company needs. It deals with fostering good communications and teamwork in an ‘active learning atmosphere’ inside the company as well as outside the company. The philosophy is that you have to function as a team in the service chain internally before you can ever hope to meet the client's requirements every time. Creating excellence in customer service from the “Inside Out” builds a successful sales and supply chain.

Recommended Attendees:

• Customer service representatives
• Sales and customer service supervisors/managers
• Inside sales or telemarketing representatives
• Technical service providers
• Any employees with communication issues between departments
• All employees involved in representatives the “service chain” of a company

The modular programs can be customized to the clients industry, markets and work processes Prices quoted on request based upon size and complexity of group.

CustomerLINK Courses include:

Modular Program: 3 Days: (10 person minimum and 30 maximum)

This training program is comprised of three separate modules given at periodic intervals. Each module is 3.5 to 4 hours in length and together provides a comprehensive customer service team approach. This program is designed to be personalized to the client's company and customer service issues. This unique format emphasizes the interaction between departments or internal groups for team building, as participants will be "reassembled" in different groups for each of the module.

The methodology is considered "Active Learning" since the participants are actively engaged during the course with many interactive exercises, which is the key to focus efforts on the internal team-building process. The techniques, which are learned by all internal employees, also prepare them to satisfy the requirements of your external clients.

The actual modules are comprised of: Overview of Customer Service Excellence, Communication Skills, and How to Deal with the Difficult Customer. The participants will use their own 144-page cover manual during the course filled with workbook exercises and receive a graduation certificate upon completion.

1 Day Workshop Program: (10 person minimum and 30 maximum)

This training program is a concentrated version of the complete training program, listed above, held during a one 8 hour day session. Extensive material from the three modules is included in the single session. The one-day program also employs the "Active Learning" methodology however the exercises are reduced but establish the team-building concept. The participants will use their own XXX-page cover manual during the course filled with workbook exercises and receive a graduation certificate upon completion.

½ Day (3 hours) Seminar: (10 person minimum)

This seminar is a classroom style lecture covering the essence of the three modules of the overview of excellence in customer service, skills for communication and the basics on how to deal with difficult people. Handouts for participants provide valuable outlines of techniques and material learned for reference on the job.

To order, or receive additional information on these services, simply fill in the products under the contact us page and we will have a representative contact you within 24 hours or contact Hal Morgans directly at 412.341.5465.