Our online certification testing covers six modules packed with critical, need-to-know skills such as:

Module 1
“Why Customer Service Matters”

• Excellent service: it’s not optional — it affects the bottom line of the company

• The critical formula your CSRs must know before they interact with customers

• Customer retention: How to attract customers with superior service and keep them coming back for more

Module 2
“What Customers Want”

• The #1 reason why customers take their business elsewhere

• 5 key elements of employee competence

• How to make every customer interaction quick, easy and enjoyable

Module 3
“Essential Customer Service Skills, Part I”

• The empowerment technique that helps CSRs turn thoughts into actions

• The “rephrase and reflect” method that makes every customer feel valued

• How to adopt a ‘service attitude’ that lets customers know they are your top priority

• How to satisfy every customer with the “Two Ps” of customer service

Module 4
“Essential Customer Service Skills, Part II”

• The importance of appearing confident and knowledgeable

• Open and close ended questioning techniques get to the root of the problem

• 3 keys to providing the customer with complete information

• Relationship skills: 5 actions that show you care

Module 5
“Handling Complaints and Dealing with Angry People”

• 3 steps to customer delight

• 6 sure-fire ways to defuse anger and aggression

• Avoiding the “fight or flight” reaction and staying calm in stressful situations

Module 6
“Customer Service as a Strategic Marketing Tool and Customer Service Teams”

• How complementary products and services can make your company stand out

• Improving customer service with healthy competition among CSRs

• Enhancing employee performance with customer service teams

Loyal Customers Demand Impeccable Customer Service! Now Teach Your Employees to Give Your Customers Want They Expect...

Imagine a world where all your Customer Service Representatives (CSRs) are confident, self-sufficient and motivated. Your department's turnover is at an all-time low, as are customer complaints. Word on the street is that your company offers the benchmark for customer service in your industry, and your competitors are seeing red as their customers jump ship and swim your way.

With Through the Customer's Eyes, a powerful new certification program, you don't have to imagine anymore. You can make your dream world a reality, for as little as $30 per rep.

Through the Customer's Eyes trains your CSR's to give world-class customer service each and every time. It's a professional-grade customer service certification program that leads your CSRs to world-class customer service.

An engaging and enlightening course is a one-of-a-kind program designed by - and for - customer service professionals. Through The Customer's Eyes is a great resource for learning and/or reviewing the essential competencies of customer service.

Increase your annual revenues without spending more on advertising or marketing

Certification leads to customer service consistency. Your customers are your business. They write your paychecks -- and those of your CSRs. Even the briefest customer interaction affects your bottom line. Win customers over by treating them well. Retain them by keeping them happy. Maintain the competitive advantage- excellent customer service - with across-the-board CSR consistency, even at multiple sites.

Certifying your CSRs ensures all your customers are treated equally - with kid gloves. And you'll be able to relax, knowing that you have certified employees serving the lifeblood of your business - your customers. This program is unlike anything you've seen before. True, there are a lot of customer service training courses out there, but this one is a step above the others. Customer service experts from the International Customer Service Association partnered with adult learning specialists from Rockhurst University Continuing Education Center to bring you cutting-edge, realworld training that is:

. Interesting and relevant

. Interactive and engaging

. Self-paced

. Self-directed

Available in an interactive CD-ROM format for individual use, and on video with accompanying workbooks for group sessions, your employees will enjoy working through the six modules of core customer service knowledge and skills. Friendly hosts lead learners through the program, and all six modules use dramatizations of real-world customer service situations to keep the training interesting and relevant. Each of the 6 interactive modules is about an hour in length.

Value-added training

In the CD-ROM version of Through the Customer's Eyes, your employees can choose the "Activity" button on the computer screen for a chance to apply and practice their skills immediately, in the safety of a simulated customer service situation where missteps and mistakes won't cost you a valued customer. And, if they're hungry for more, they can click the "Learn More" button to access business anecdotes, relevant Web links, or a list of recommended reading.

Non-intimidating too

A great "safety feature" of Through the Customer's Eyes allows CSR's to take a practice test before going online to take the certification test. If the practice test identifies learning gaps, the employee can go back into the module to pick up missing skills or knowledge. Through the Customer's Eyes is user-friendly for every generation, education level and type of user. If you have customers, then every one in your organization needs to get this training!

Keeps employee honest

Once the employee goes online, randomly generated questions protect the integrity of the testing process by creating a different set of test questions for each employee. Quit training and start managing High turnover leads to constant training, and the extra work usually falls on your shoulders. Through the Customer's Eyes will save you time - not only when it comes to training the constant stream of new CSR's, but also when it comes to the supervisory duties of hiring and evaluating employees.

. Stop the high turnover. Use Through the Customer's Eyes as an interview tool . Many candidates are great interviewers, but when their service skills are put to the test, they fail miserably. This program will help you identify confident and informed customer service reps by testing their skills before you hire them. Once they're on board, use Through the Customer's Eyes to determine incoming knowledge and identify learning gaps. Proper hiring markedly reduces turnover, just as well-designed training markedly increases retention.

. Evaluate employees objectively. Use Through the Customer's Eyes as a performance measurement tool . It's hard to keep personalities out of performance measurement, but the online testing provided in Through the Customer's Eyes gives you an objective, consistent, measurable format on which to base employee evaluations. You'll have secure access to training results through the online database, giving you a systematic and objective way to monitor employee progress and performance.

. Pay for mastery of skills that will boost your company's bottom line. Use Through the Customer's Eyes to help you distinguish pay levels within your department . Tenure-based pay damages morale and does nothing for your department's productivity. Instead, use the built-in testing levels in Through the Customer's Eyes as your basis for salary levels. Pay certified employees more than those who are non-certified, and adjust pay for those who are in the process of becoming certified. Act now and save your company thousands of dollars in lost customers!

Bottom-line benefits of Through the Customer's Eyes for you:

. Leads to higher CSR productivity

. Increases employee retention

. Norms your training across all company locations

. Creates consistency of service throughout your company

. Fits into any schedule - no matter how hectic

. Saves money: No need to pay for employee time and travel to attend off-site training

Benefits to CSRs

. Increases confidence and competence

. Boosts self-esteem and morale

. Skills are transferable to other areas of work or life

. Self-paced learning is less threatening and more effective

. Certification adds luster to your staff 's image

A GIANT return on a small investment

This unique program, with its interactive training and online testing, literally saves you thousands of dollars in training costs. And, it adds even more to your bottom line in the form of referrals, loyalty, increased sales and competitive leverage. The program, either the 6-CD-ROM version or six VHS video format, retails at $550. Through Brian Norris LLC, you may purchase Through the Customer's Eyes at the discounted price of just $495. With each program purchase you also receive one online Certification test license. (An additional $45 value), and free shipping if ordered within the USA.

You'll receive Through the Customer's Eyes within 10 business days from the time we receive your payment. Sorry, no CODS or Purchase Orders.

100% happy guarantee

And like all resources purchased through Brian Norris LLC, you also get an unconditional 60-day money-back guarantee. If for any reason, Through the Customer's Eyes doesn't deliver the results we've promised and make you happy, simply return it to us with 60 days and get your full investment back.

To purchase click on the buttons below and pay with your Visa, American Express or MasterCard

Through the Customer's Eyes (Interactive CD-ROMS) $495 USD

Through the Customer's Eyes (VHS Videos) $495 USD

To purchase your copy of Through the Customer's Eyes with a check, or to purchase additional tests, call Brian Norris LLC .

Cost of additional tests:

. 5-9: $45 per rep

. 10-24: $40 per rep

. 25-99: $35 per rep

. 100 or more: $30 per rep

 

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