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"Participants develop face-to-face and telephone service skills, and internal service skills between employees. Managers coach their teams to expand customer relationships with referrals and deliver memorable service that consistently exceeds customer expectations..."


SERVICE PLUS™ g3 - The Premier Customer Service Training Solution

Outcomes
SERVICE PLUS™ prepares employees to consistently delivery extraordinary customer service. This translates into these lasting benefits for your organization:

  • Increased customer referrals
  • More cross-selling opportunities
  • Enhanced customer experience
  • Stronger employee performance and teamwork
  • Better customer retention
  • Improved bottom line
    •


Participation
SERVICE PLUS™ is for everyone in your organization, from your front line customer service representatives, to staff who delivery service internally to other employees, to your managers and supervisors.

Skill Modules
Participants develop face-to-face and telephone service skills, and internal service skills between employees.  Participants also expand customer relationships with referrals and deliver memorable service that consistently exceeds customer expectations. These modules make up the training:

Courtesy Module

  • Greet and acknowledge the customer
  • Interact to understand needs
  • Pleasantly close each transaction
  • Handle interruptions effectively
  • Telephone service techniques

Inquiries & Referrals Module

  • Clarify customer needs
  • Explain product benefits
  • Refer customers professionally
  • Ask benefit test questions

Work Habits Module

  • Organize work area
  • Manage time effectively
  • Gain cooperation from others
  • Present professional appearance
  • Ask customers for feedback on the quality of service
  • Perform outgoing telephone service calls
  • Initiate team support actions

Service Recovery Module

  • Active listening
  • State regret and express empathy
  • Confirm personal assistance
  • Clarify facts
  • Educate, correct error or seek assistance
  • Restore Confidence
    •

Also visit our companion website dedicated to SERVICE PLUSg3 at www.serviceplustraining.com for additional information.

We also offer an industry-specific version of SERVICE PLUSg3 for Banks. And, we offer another industry-specific version for our Credit Union clients.

Flexible Training Delivery Options
We offer flexible training delivery options with SERVICE PLUSg3.

Our most popular option is our Gold Package. This complete blended-learning empowerment system includes these powerful learning elements: comprehensive CBT, personalized 1-on-1 training, on-the-job coaching and video skills practice. An ongoing training, mentoring and coaching system is established when executives, managers, supervisors and selected employees are certified as Coaches. The Gold Package includes 12 hours of blended-learning activities spaced over 5 weeks.

Our mid-range priced Silver Package includes the comprehensive CBT course pre-work followed by workshop training. And, for those with a limited budget our Bronze Package is the stand-alone CBT course.

In addition to the CBT self-study format, we also offer a programmed-learning workbook self-study format option.

Select the training delivery option and self-study format that best meets your organization’s needs.


Latest g3 Version of SERVICE PLUS offers added benefits
Generation 3 (g3) includes a new state-of-the-art CBT course with these great advantages:

  • easily customized to your organization to meet your special needs and emphasize your products and services
  • convenient access online over the Internet
  • screen content is highly engaging, interactive and robust for exceptional learner comprehension
  • CBT course is SCORM (Sharable Content Object Reference Model) compliant for efficient access through your Learning Management System (LMS)
  • solid emphasis on internal service skills, so it is extremely valuable for your department personnel

Our new Learning Management System provides time-saving administrative capabilities, such as:

  • monitoring both individual and organization-wide learner activity
  • managing user privileges
  • access to a variety of useful reports

Plus, the LMS online access provides employees the added convenience of using SERVICE PLUS CBT from work or home.


A Complete Service Quality System
Our Gold Package SERVICE PLUSg3 empowerment system builds and maintains a lasting service quality culture. Your service quality success is our ultimate goal. In addition to the unmatched SERVICE PLUS training system you receive, these added-value resources are included in your SERVICE PLUS Administrative Package Fee:

   1. Customized Product Profiles
   2. Recognition Programs Celebrate Success
   3. Internal Marketing Resources Maintain A Strong Service Quality Emphasis
   4. Shopping Surveys Provide Never-Ending Measurement
   5. Pre-Training Education For All Staff
   6. Job Description Consistency
   7. Service Quality Strategy Planning
   8. Ongoing Performance Feedback Tools
   9. Our Email IdeaGrams To Clients Keep Their Cultures Vibrant
   10. Discount Pricing On Our SSL Leadership Development Training

These added-value resources provide the infrastructure around SERVICE PLUSg3 to produce ongoing results for your organization.



SALES PLUS™

Outcomes
SALES PLUS™ enhances your sales staff’s ability to sell and close more sales successfully, translating into these lasting benefits for your organization:

  • More services opened by new customers during their initial visit
  • More services cross sold to existing customers
  • Strengthened customer relationships
  • Better customer retention
  • Increased number of services per customer
  • Improved bottom line


Participation
SALES PLUS™ is designed to improve sales skills in staff who open accounts and have opportunities to cross-sell products, including executives, managers, loan officers and personal bankers.



Skill Modules
Salespeople develop practical skills to consistently strengthen and expand customer relationships. They complete the following powerful training modules:

Ask For The Business Module

  • Summarize benefits
  • Ask to open the account
  • Maintain record of sales efforts

The Sales Interview Module

  • Conduct professional sales interviews
  • Satisfy member’s initial service need
  • Proactively satisfy multiple service needs
  • Build customer confidence with effective closes
  • Manage a follow-up system to strengthen relationships

Relationship Plus System Module

  • Develop Relationship Plus Plans
  • Manage an ongoing contact system to maintain long-term relationships

Uncover & Support Needs Module

  • Ask questions to uncover needs
  • Support customer needs
  • Ask for the business

Customer Reactions

  • Handle misunderstandings
  • Deal with indifference
  • Outweigh objections
  • Ask for the business

We also offer an industry-specific version of SALES PLUS for Banks. We offer another industry-specific version for our Credit Union clients.



Training Delivery Flexibility
Flexible training delivery options are available with SALES PLUS.

Our Gold Package is a complete blended-learning system that includes these powerful learning elements: comprehensive CBT, personalized 1-on-1 training, on-the-job coaching and video skills practice. Executives and managers are certified as SALES PLUS™ Coaches which establishes an ongoing sales training, mentoring and coaching system. The Gold Package includes 18 hours of blended-learning activities spaced over 7 weeks.

Our mid-range priced package is the Silver Package that includes comprehensive CBT course pre-work followed by workshop training. And, for those with a limited budget our Bronze Package is the stand-alone CBT course.

Self-study is also available in a programmed-learning workbook format.



SERVICE & SALES LEADERSHIP™

Outcomes
SERVICE & SALES LEADERSHIP™ (SSL) develops managers into confident coaches who actively promote an environment committed to quality service and sales excellence.

Participation
SSL is for executives, managers and supervisors. It is the advanced leadership development training that supports the SERVICE PLUS™ and SALES PLUS™ systems.

Skill Modules
Select from these practical leadership modules:

  • Coaching & Reinforcement (3 Days or 6 Half-Days)
  • Team Building (1 Day or 2 Half-Days)
  • Service & Sales Planning (1 Day or 2 Half-Days)
  • Staff Selection (1 Day or 2 Half-Days)

Training Format
SSL modules are interactive workshops with an emphasis on skills practice. Case studies and practice exercises reinforce the skills learned in SERVICE PLUS™ and SALES PLUS™. Comprehensive leader's guides, training aids and train-the-trainer certifications prepare your instructors to deliver the workshops internally. Or, experienced BANKTEAM/RMG consultants may be scheduled at your location.



REFERRALS PLUS™

Outcomes
REFERRALS PLUS™ graduates generate more qualified referrals for salespeople. This results in more customers using more of your services. With greater product relationships per household, you'll retain more customers.

Participation
REFERRALS PLUS™ is for SERVICE PLUS™ graduates who have frequent referral opportunities, such as tellers in the financial industry. REFERRALS PLUS™ is the ideal certification training to prepare employees for higher-level jobs with greater referral and cross-selling responsibilities.

Skill Modules
REFERRALS PLUS™ develops advanced referral skills to help more customers gain greater benefits from more services. Participants learn how to consistently uncover customer needs. The three skill-building modules include:

  • Uncover Needs
  • Support Needs & Make Referrals
  • Customer Reactions

Mentoring Training Format
The exclusive BANKTEAM and RMG empowerment system includes a series of self-study modules and one-on-one training meetings between the participant and on-site coach. A video development lab is also completed to fine-tune their advanced referral skills. 8 hours of training is spaced of 4 weeks.



PROACTIVE SELLING FOR SALES PROFESSIONALS™

Outcomes
PROACTIVE SELLING™ empowers salespeople to plan and act proactively. The training will help your sales culture build new relationships with prospects.

Participation
PROACTIVE SELLING™ is for SALES PLUS™ graduates in positions that are accountable to bring new business to your organization. Executives, managers, loan officers and personal bankers develop advanced selling expertise. An ongoing mentoring process establishes a dynamic sales prospecting process throughout your organization.

Skill Modules
PROACTIVE SELLING™ develops managers into proactive sales coaches. They coach their salespeople through these comprehensive skill-building modules:

  • The Customer Referral Prospecting Process
  • Developing Your Own Key Referral Network
  • Non-Referral Prospecting
  • Prospecting Time Management Techniques

Mentoring Training Format
Our exclusive empowerment approach includes a series of self-study modules and skill building clinics that bring small groups of participants together to complete a variety of practice activities and idea-sharing exercises. Ongoing mentoring and coaching is achieved with one-on-one training meetings between the participant and on-site Coach to fine-tune "advanced" selling skills. 9 hours of training is spaced over 3 weeks.




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