• Live Instruction

• Hands-on, Guided Activities

• LIVE Remote or Classroom Delivery

What’s Included

  • Small class sizes
  • Certificate of course completion

CUSTOMER EXPERIENCE COURSE OUTLINES

PM 101

Maintaining strong client relationships can be challenging when what a client requests is beyond the scope of what you are able to offer. Working through those situations requires solid skills in meeting your client where they are and bringing them into alignment with how you can reasonably serve their needs and still deliver a high-quality experience. The skills in this course can help you proactively uncover your client’s deeper needs and work toward favorable solutions for you both.

Detailed Course Outline

Outcomes:
  • Use curiosity and attunement to identify with the client
  • Validate their situation and recommend solutions based on your experience
  • Make your ask again with structured persuasion

"Our outlines are a guide to the content covered on a typical class. We may change or alter the course topics to meet the objectives of a particular class."

PM 102

With so much competition in today’s global economy, providing exceptional customer service is no longer an option: it’s a necessity. When you treat your customers exceptionally well, your customers will become an influential marketing tool for your business. Our customer service workshop will provide you with the skills you need to handle a variety of situations and increase your productivity, efficiency, and effectiveness.

Detailed Course Outline

Module 1: Cultivate Engaged Customer Relationships
What Customers Wants & Why They Leave
  • Value & WOW the Customer
  • Why They Leave
  • Positive Memorable Guest Experience Model
Customer Assessment
  • Needs vs. Wants
  • Customer Engagement
Effective Listening & Questioning
  • Listening & the Appearance of Listening
  • Questioning
  • 4 Kinds of Questions
Module 2: Support Challenging Customers in Person and on the Phone
Deal with Challenging Customers
  • Turn Challenge into Cooperation
  • Competitive vs. Collaborative Language
  • Feel, Felt, Found: Overcoming Objections
  • ASAP Script for Challenging Customers
Customer Service on the Phone
  • Differences: Phone vs. In-person
  • Telephone Voice
  • Greetings & Personalized Service
  • Remembering Names
  • Closing
  • Ten Commandments of Service
Outcomes:
  • Understand customer needs and wants to deliver value and secure their engagement
  • Use skillful communication strategies to challenge into cooperative customers
  • Use scripts and tools to overcome objections and difficulty
  • Deliver the exceptional service on the phone as in person

"Our outlines are a guide to the content covered on a typical class. We may change or alter the course topics to meet the objectives of a particular class."

Three Class Discount

Buy any three classes and receive 20% off.

The Training to YOU Three Class Discount is a terrific way for an individual to purchase multiple classes for a discount. Whether you are looking for a series of classes like Excel 1, 2 & 3 or a variety of classes such as Google Sheets, Docs and Slides the Three Class Discount is the way to go!

State of Arizona employees are eligible for an additional discount.

Training to YOU Tickets

Tickets are a great way to reduce the cost of training your team. Save up to 45% by purchasing your training in bulk.

We are now providing a custom-made registration portal for each organization that purchases 50+ training tickets. These portals allow supervisors and employees to schedule training easily and information workflows keep everyone in the loop.

Give us a call

We are happy to answer any questions you may have.

Call us

(602) 266-1500

TRAINING TO YOU


Class Ratings
4.9 stars from 1984 reviewers:

“I learned so much in this Excel 1 course. My Instructor paced the class just right so you felt challenged but not overwhelmed (even with 264 pages). He ensured we were all engaged in the material and always allowed us an opportunity to ask any questions. He is patient and eager to help. I’m thrilled to have found this class and leaving with so much useful information. Overall one of the best instructors I’ve had! He did an amazing job!! ”

— S.G. took Excel 1

“I really enjoyed this class. My instructor has a very unique ability to convert technical terminology into plain English and makes the material so much easier to understand. My instructor was very attentive and ensured everyone was on the same page before moving on and provided assistance if we were having any difficulties.”

— A.G. took Excel 2

“Alexandre is very easy to learn from. His thorough teaching technique helps you understand the material and hold that info in your brain. I can’t wait to start applying this to my forms I use everyday! Thank you so much!”

— S.P. took Excel 1

SOFT SKILLS TRAINING FAQ

Training to YOU is dedicated to providing the best online and in-person Soft Skills training classes. Find answers to some of our most frequently asked questions related to Soft Skills training below, or contact us should you require further assistance.

After enrolling, you will receive a confirmation email with a link to the Live Online Training sign in page. Simply click the link and enter your email address 15 minutes before class begins.

Your Live Online Training username is the email address that you used to sign up for class and at which you received the confirmation for the class. No password is required when logging in at the Live Online Training sign in page.

We use Zoom for our class virtual event platform. Click here to join a Zoom test meeting prior to class to test your system.

Live Online Training works with all major browsers, including Edge, Chrome, Safari, and Firefox.