Customer Service Representative Training
Offered as In-House Training
This new traiing program is designed for customer service representatives with at least one year of experience.  
 Agenda

• Introduction – Why are we here?
  
  • Identify specific topics the team wants to discuss.
• Goals and Objectives
  
  • Define the Company’s goals and objectives
  • How are we going to accomplish this?
• Why customers buy from us
  
  • The “Value Proposition”
  • Defining a “Quality Experience”
• Customer Service Functions
  
  • Roles and responsibilities of the CSR
• Understanding the Cost Estimating System
  
  • A guide to understanding Costs and Profits
  • Maximizing the system’s capabilities – tracking orders, managing lead-times, improving margins, and more.
• Developing a “Company-wide Perspective”
  
  • Translating the Company’s goals into departmental goals.
  • Understanding how your decisions impact other department’s ability to be successful.
• Understanding Cycle Time and Scheduling
• Managing your time
  
  • Multi-tasking and setting priorities
• Performance Measurement – Walking the talk
• Managing Accounts - What CSR’s can do to increase sales and profits
  
  • Anticipating your customer’s needs
  • Identifying opportunities for improvement in your accounts
  • The impact of globalization and technology – what skills and services will be required to compete effectively.
  • Dealing effectively with unhappy customers
• Developing a successful partnership with the Sales team
• Significant Opportunities for Improvement
  
  • Production mentoring program
  • Moving from “tribal knowledge” to “best practices”
  • Class Exercise – Creating meaningful change

 
Registration Form

For further information on how to schedule this course at your plant, please contact AICC Director of Education & Training at 1-877-836-2422 or at training@aiccbox.org.