CUSTOMER SERVICE SKILLS

TRAINING

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A VALUABLE ASSET TO YOUR CHILD SUPPORT CALL CENTER AND/OR ENFORCEMENT OPERATION

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“This was the easiest customer service call I’ve had and I know it sounds corny, but it really made my day start off right. I wish everyone in every office in every state could be like ____. Honestly, she is a model representative to your office as far as I’m concerned, and she should be training people!”

J. SpragueArlington, Virginia

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“WOW! I lived in DC until I was 25 years old, and I had several encounters with the DC government. I have never had such a pleasant experience as the one I had today. I set aside 25 minutes to handle this matter, but _______ was so efficient there was time left over to write this letter of appreciation!”

L. MillerUpper Marlboro, MD

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“I am writing to compliment one of your customer service associates, Ms. Johnson…I consider myself lucky to have gotten Ms. _______ when I called. She could not have been more kind, efficient, and friendly in helping me…It is obvious that Ms. _______ enjoys her job!”

R. MargoliesMontgomery County, MD

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“Customer service skills training can be a valuable asset in a Child Support Customer Service Center and/or Enforcement Operation … when used in a conscientiously applied program of New-Hire training and Regular reminders.”

OUR PREMISE

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TRAINING CURRICULUM (sample)

•Service Mentality

•Basic Telephone Etiquette

•Effective Listening Skills

•Effective Questioning Techniques

•How to Handle the Irate (Abusive) Caller

•How to Deal with a Foreign Accent

•Coaching Skills

“HOW TO HANDLE THE IRATE CALLER”

“How to Deal With A Foreign Accent”

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TYPICAL COMPONENTS

•DVDs

•Online Access

•Self-paced

•Workbooks

•Testing Supplies

•Reminder Cards

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DEPLOYMENT APPROACHES

•New-Hire Training

•Regular Reminders

•Training Days

•“Brown Bag Lunches” (6-10)(30-40 mins)

•Video clip

•Group discussion

•Role Play

•Quiz

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BENEFITS

•Enhanced Customer Satisfaction

•Improved Productivity

•Increased Staff Morale

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QUESTIONS?