Home
Services
Advantages
About
Clients
FAQ's
Contact

 

 

 

 

   

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



Comprehensive Blended-Learning System

SERVICE PLUSg3 participants develop a full range of skills by completing these powerful components: Self-Study Online Training, 1-on-1 Training with a Coach, On the- Job Skill Use and Coach’s Feedback. An ongoing training, mentoring and coaching system is established when executives, managers, supervisors and selected employees are certified as Coaches. The training includes 12 hours of blended-learning activities spaced over 5 weeks.

The initial component of the blended- learning system is easy-to-access Online Training. It consists of 4 modules; each module takes 60-90 minutes to complete. Users engage in spaced learning over time and have online access to the course for a full 90 days. In addition, your organization’s SERVICE PLUSg3 administrator is able to monitor online (24/7) the progress and amount of time employees take as they complete the computer-based training course.

The online CBT delivers these benefits:

• Easy-to-implement decentralized training conveniently reaches everyone throughout your organization
• Practical skill-based content, engaging screen design, interactive and robust learning activities for exceptional comprehension
• Highly interactive eLearning format makes the learning interesting, fun, and challenging
• Monitor both individual and company-wide learner activity online
• Variety of useful learning aids enhance online training
• Content is skill based (not theory) to facilitate immediate on-the-job application and performance success
• A full range of interactive learning methods are used (e.g., multiple choice, skill analysis, case studies, matching, true-false, and many others)
• Enhances confidence and stimulates learning
• Instead of a boring ongoing lecture, narration is used selectively to introduce new subjects, emphasize key skills, and highlight positive performance models

Our 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


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.


The second component of our blended-learning system is 1-on-1 Training. Our personalized training process helps managers focus on individual employee strengths and weaknesses, build trust and rapport, and motivate employees to perform successfully. Each time a manager uses our system to coach another employee; their own skills are also refreshed and refined. RMG Training Company also provides onsite training to certify your trainers.

On-The-Job Skill Use is the next component of the behavior change system. Employees use the skills on the job and receive helpful performance feedback from their manager. In addition, managers use dynamic on-the-job Coaching Aid provided with the system to deliver helpful performance feedback on an ongoing basis.

The blended-learning process then adds Coach’s Feedback to achieve successful on the-job performance over the long haul. The SERVICE PLUSg3 system trains managers to coach their teams to meet and exceed service quality targets and to coach service personnel to expand customer relationships with referrals. It also develops managers into true service coaches who lead their teams to consistent service quality success. We provide you two days of on-site consulting and training to insure a smooth and effective implementation.

A Complete Service Quality System
The 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.

Our exclusive SERVICE PLUS behavior-change system uses a top-down implementation process to gain solid support at ALL levels throughout your organization. The blended-learning process is incorporated into daily activities and soon becomes normal behavior for participants. With built-in, follow-up activities that produce sustained momentum, the coaching and mentoring system improves employee and manager performance. This timely and effective training means customers receive the quality service they deserve.



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.

Comprehensive Blended-Learning System

SALES PLUSTM participants develop a full range of skills by completing these powerful components: Self-Study Computer-Based Training, 1-on-1 Training with a Coach, On-the-Job Skill Use and Coach’s Feedback. Executives and managers are certified as SALES PLUS Coaches which establishes an ongoing sales training, mentoring and coaching system. The training includes 18 hours of blended-learning activities spaced over 7 weeks.

Our exclusive behavior-change system uses a top-down implementation process to gain solid support at ALL levels throughout your organization. The blended-learning process is incorporated into daily activities and soon becomes normal behavior for participants. With built-in, follow-up activities that produce sustained momentum, the coaching and mentoring system improves employee and manager performance. This timely and effective training means customers receive the quality service they deserve.

The initial component of the blended-learning system is Self-Study Computer
Based Training. The CBT consists of 5 modules; each module takes 60-90 minutes to complete. Users engage in spaced learning over time; usually one module per week. Self-study is also available in a programmed-learning workbook format.

The second component of our blended-learning system is 1-on-1 Training. Our personalized training process helps managers focus on individual employee strengths and weaknesses, build trust and rapport, and motivate employees to perform successfully. Each time a manager uses our system to coach another employee; their own skills are also refreshed and refined. We also provide onsite training to certify your trainers.

On-The-Job Skill Use is the next component of the behavior change system. Employees use the skills on the job and receive helpful performance feedback from their manager. In addition, managers use dynamic on-the-job Coaching Aids provided with the system to deliver helpful performance feedback on an ongoing basis.

The blended-learning process then adds Coach’s Feedback to achieve successful on the-job performance over the long haul. The SALES PLUS system trains managers to coach their teams to meet and exceed sales targets and to coach sales personnel to expand customer relationships. It also develops managers into true sales coaches who lead their teams to consistent sales success. We provide you three days of on site consulting and training to insure a smooth and effective implementation.

 



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.




Home | Services | Advantages | About Us | Clients | FAQ's | Contact Us