DEKON’s Training Resources offers a full suite of solutions, including instructor-led classroom programs, e-learning, activities (English or Romanian)

1. TRAINING ACTIVITIES

1.a. SkillBuilders: 50 Customer Service Activities
The activities in this collection stimulate discussion and learning by actively involving all participants. Quick and to the point, these activities deliver powerful messages to your participants — helping them to understand customer expectations and develop the skills necessary to providing quality service.

1.b. Customer Service Activities for Training
Encourage your customer service representatives to answer, learn about, and reflect on the key questions that will help them to deliver exceptional service. Customer Service Activities for Training is a collection of 38 activities, assessments, role plays, and action plans.

1.c. Telephone Skills Training Activities
The Telephone Skills Training Manuals, consisting of two separate volumes for inbound and outbound calls, is designed to introduce, reinforce, and strengthen fundamental telephone skills for handling customer service and sales calls. The activities encourage participants to reflect on their experiences, share successes, learn from past mistakes, and practice new skills and techniques.

2. REPRODUCIBLE TRAINING

2.a. What Customers Really Want(1 Day Program)
In this course participants will explore the concepts and benefits of superb customer service. Individuals will learn ways of building positive rapport with various types of customers and then apply those skills in activities and exercises throughout the course. They will dive deeper into workplace communication by examining the do's and don’ts of technology, and how to use these advances to further their customer alliances. Further groups
will practice learned skills in dealing with difficult situations and making every interaction a positive experience.

2.b. Interactive Interviewing(1 Day Program)
When your job demands that you split your concentration between inputting information accurately into a computer while interacting with a real, live person who deserves your full attention, what do you do? This program shows you how to build rapport and put clients at ease, keep the client engaged as you input information into the computer, deliver bad news in a way that minimizes negative reactions and deal constructively with other people’s anger.

2.c. Customer Service Over the Phone(1/2 Day Program)
This program ensures that your customer interactions will result in satisfied, happy customers by providing skills to manage all types of customer calls and situations.

3. E-LEARNING

Cultivating Customer Loyalty
With the Cultivating Customer Loyalty Knowledge Course, a PowerPoint-based, self-paced learning program, discover how the elements of service excellence can help you to set standards for yourself and your company. Learn techniques to turn negatives into positives and deal with difficult customer demands with skill.

The Cultivating Customer Loyalty Case Study allows you to test what you have learned in the knowledge course in a virtual business situation.

4. SIMULATIONS

4.a. Customer Service – Fixing a Co-Worker’s Problem
In this simulation, the learner has to work with an angry customer to fix a problem that a co-worker created for the customer.
Skills/Competencies Applied: Customer service, problem solving, service recovery.
Time: 30-45 minutes

4.b. Service Skills Simulation Model
This is a generic simulation that can serve as an outline for training on many different kinds of customer service situations. You can use this simulation outline for structured on-the-job training or for classroom training with groups.
Skills/Competencies Applied: Service skills, job skills, customer service skills.
Time: 5-30 minutes