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Third-generation customer service training programs:
1. Creating CEOsTM: Customer Experience OwnersTM
For front-line customer service training and customer focus culture building, the Creating CEOs customer service training program energizes, motivates, and instills the skills and values to create loyal customers.
2. Creating CEOs for Call CentersTM
Bring Creating CEOs to your agent call center training. This call center training program combines the philosophy, core values, and methods of Creating CEOs with Call Center skills and techniques, such as tone of voice, call handling, and phone skills training.
3. Service Sells!TM
Service Sells! customer service training program motivates all in-person and phone service professionals to offer more products and services to customers in compelling ways.
4. Delighting CustomersTM
The original Customer Focus customer service training program experienced by thousands. It offers the same concepts and skills as the new Creating CEOs program, but without the emphasis on the CEO title.
5. The SAGE CoachTM
Customer service management training that equips your service managers to motivate, direct, and coach employees to be Customer Experience Owners.
Are your customer service training programs out-of-date? Check below to find out.
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1st generation |
2nd generation
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3rd generation
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Primary Goal
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Avoid and resolve complaints |
Customer satisfaction
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Customer loyalty
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Needs Focus
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Task need
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Respect need
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Uniqueness need
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Process Focus
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Standardize product fulfillment
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Standardize service interaction
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Create unique and memorable customer experiences
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Training Focus
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How to complete transactions
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How to show respect and to be polite and nice
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How to use individuality and empowerment to make others feel unique
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Desired employee perception
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Take care of it
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Smile and don't take it personally
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Take ownership of the customer experience
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Best to give customers
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Solution
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Respect and empathy
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GEMs that Go the Extra Mile
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Employees follow
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Policy & procedures
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Scripts & skill-steps |
Empowerment and a desire to create memorable customer experiences
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Third-generation customer service training programs include the best of first- and second-generations (avoid complaints, demonstrate respect). In addition, third-generation customer service training programs provide the skills and motivation for creating memorable customer experiences.
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