Delivered by Chart Learning Solutions, the leading global provider of award-winning blended learning in professional skill development and employee accountability

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Chart Learning Solutions Blended Programs

Chart Learning Solutions (CLS) is the leading global provider of award-winning blended learning in professional skill development and employee accountability. CLS combines assessments, on-line learning, the Performance Assurance System™ and Training Accountability Platform™ with live coaching to produce unparalleled results.

CLS blended learning programs may be run with or without a coach. Employees may also coach each other! All of our courses come with coaching documents to help lead discussions.

The Customer Service Cycle-Management Program

Curriculum

Greeting/Introductions
Customer Courtesy
Professional Image/Clothing
Word Choices
Telephone Skills
Business Etiquette
Instant Rapport
Building Trust
Confidence in any Situation
Building Positive Relationships
Information Gathering
Pinpointing Needs
Self-Service Questions
Open-Ended Questions
Controlling the Conversation
Authentic Listening
Increasing Concentration
Building Curiosity
Gaining Clarity
Critical Listening
Being a Service Consultant
Negotiating “Can Do” Solutions
Customer Mistakes
Problem Solving Step-by-Steps
Resolving Spin-Off Problems
Calming Upset/Irate Customers
Difficult Customers
Call Escalation
Handling Complaints
Delivering Bad News
Customer Feedback
Thank-Yous
Follow-Through
Upselling/Up-servicing
Dealing with Buyer’s Remorse
Remembering Customer Names
Cultivating a Service Personality
Staying in Touch
Customer Appreciation
Promoting Repeat Business

Methodology

We implement Chart’s four-stage methodology to accurately pinpoint your needs, then make recommendations in areas of high-potential rewards and ROI. Chart combines input from our customers with our structured analysis methodology to create comprehensive, result-driven plans.

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Get the full brochure with all programs and micro-learning courses

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