Customer Service Training Guide

The Job Center Training Institute Course Guide - Level One Customer Service Training How Much does the course cost? The course cost $100US without discount. For the purposes of online transaction we have to use US currency, however if you using The Republic Bank or any other bank to make your payments, they will convert it for you. Republic Bank Grenada W.I The Job Center c/o Collin Francis Who Should Sign up for the Course? o Job Seekers o Professionals o Supervisors o Group Leaders /Community Leaders o Managers o Parents o Teachers o Those who wish to develop their interpersonal skills How to complete your online or correspondence course? This course is a complete training module comprising of the following: o Over 12 hours of DVDs or Audios o Videos – Online Users o A live one hour video session o Activity Booklet o Examinations Booklet o Power Point Slide Presentation o A User’s Manual All students get a chance to have a one hour live Video Conference with the trainer. Students must arrange as they progress with the course when it is best to have that live conference and must do so via email. It is important that you follow the guidelines carefully and precisely. The guide will give an outline as to how the course is designed and should be followed. You are doing an online or correspondence course and it’s easy to start and stop at some point. This course will take you twenty hours to complete including doing all exams and submitting them. When your exams and activity booklet is received our staff will correct them, indicate better options for your solutions then return the same to you with the appropriate grade. What is the passing score? Students are expected to master at least 85% of their course work and 80% of their final exam to receive their certificate. Persons must satisfy the given criteria to receive certificate. There are times the final exam is not required. Can I reseat the final exam? Yes you can reseat the exam and not take the entire course over. However if you fail the course work then you must complete a supplement course work, submit and pass to receive the certificate. If you have failed the final exam then you just have to do a reseat for the final exam. Do I have to pay for reseat separately? Yes because our staff must formulate a supplement exam. You would have to pay $25US for each repeat but you can do as many as you need to complete the course. Can I do over the Course? Well because the course is online you do not need to, however if you think it’s worthwhile you can have private tutoring from one of our tutors or the trainer himself. You will have to pay separately for such services. You can also attend his online live classes as well or attend any of his workshops or seminars. As long as we have your email address we will keep you posted on these. Is the Course accredited? This course is just a professional guide to enhancing your professional skills and serves as a personal achievement rather than an academic one. Therefore accreditation is not useful here. However our courses are being reviewed by some international organizations for acceptance in their organization’s body. Will I receive a Certificate at the end of the training? Yes you will receive a certificate at the end. Do I get a discount if I want to do other courses? Yes you can, just email us and our staff will email you the code that you can use for a discount on future courses. Do I need a note pad for this course? Yes you will need a note pad because you will be asked to record your thoughts as you go along with the course. Approximately how many companies and persons have taken this course? Thousands of persons have taken this course and hundreds of companies use Collin Francis as their trainer to help mold and build their staff members. There is no one who has taken the concept of training the way he does. Achievements to date: o Bachelors Degree o Masters Degree o Author: Turning Your Losses Into Great Winnings o Magazine : Getting Job Ready o Dairy : A Plus Student Diary o Training Center o Employment Center o Job Ready Workshops o Career Days o Job Ready Radio Program You are in safe hands for your training needs. Our Lead Trainer is experience and knows what he is doing. His long time serving nature has transformed many organizations across the world. How to be successful at my training? 1. Set aside time each day for the next four weeks at least one hour per day. 2. Don’t attempt to finish the course in a weekend, take your time. 3. Do your research and read additional information. 4. Your exams require that you read some things which may purposely not be explicit in the course. 5. Speak to friends and neighbors about what you are learning, ask them questions and give us feedback on what you have discovered. 6. The activity booklet is the teacher helping you learn as you listen to the audio and read those slides. 7. Don’t skip through the activities. These activities will mold you and bring out the best in you. Course Outline Audio 1 Welcome Audio 2 Professionalism 1. Definition of Professionalism 2. How professionals are judged? 3. Protecting your Reputation at Work 4. How should professionals behave? 5. Are all workers professionals? 6. Professionalism responsibilities with co -workers Audio 3 Personal Development 1. What it means to be the right employee? 2. Self Leadership and its importance to workers Audio 4 Developing Proper Work Habits 1. What is work ethics and how to display proper work ethics in the workplace? Audio 5 Customer Service Skills 1) The Rules for engaging a customer in a conversation 2) Rules for engaging a customer over the phone 3) How to build customer satisfaction with your clients? 4) Understand what makes a customer satisfied a. Activity 2.2a 5) The rules to make any unhappy customer happy Audio 6 Time Management 1) Definition and function of time management 2) Calculating Lost Time 3) Time Management Guide 4) Activity Audio 7 The Use of Questions 1. Understanding how questioning customers forms part of your decision making 2. Good questioning techniques 3. How to use questions effectively? Audio 8 Handling Negatives 1. Dealing with negatives 2. How to over come objections? Audio 9 The Principles of Sales 1. Delivering great presentations 2. How to gain commitments from customers? 3. Motivating customers to buy Audio 10 Closing Congratulations