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Customer Service & Operations

Upskill your frontline customer service employees so they can provide a great experience, every time customers and employees interact with your company. WinSource Group provides you with access to Wilson Learning’ award-winning customer service content, in person, virtually, or through self-paced e-Learning.

Staffing is competitive. Delight your customers. Stand out against competition.

Program Overview

Signature Service: The Key to Customer Satisfaction™ is a practical, results‐oriented program that helps service providers at all levels develop and apply the skills necessary to ensure customer satisfaction. Signature Service recognizes four distinct customer conditions and provides specific approaches for successfully responding to each one.

Modules: Key Learnings Are…Your Service Providers Will Be Able to…
Discovering the Opportunities in Customer Satisfaction
How to explain the value of customer satisfaction for the organization, customer, and service provider
Articulate their role, as well as the risks and potential opportunities, in the Zone of Indifference
Managing Myself
How to apply a three-part approach to self-management
Manage their role in interactions with others, thereby consistently achieving desired results
Opening the Interaction
How to identify customer conditions and respond appropriately
Create and sustain customer comfort throughout the entire contact
Determine Needs and Expectations
How to use listening, questioning, and empathy skills
Determine the customer’s needs and expectations; increase customer comfort by demonstrating empathy
Managing the Interaction
How to present clear explanations and protect the relationship with the customer while adhering to the company’s policies and procedures
Help customers understand the information they need to know; say “no” while maintaining a high level of customer support
Satisfying Customers in the Comfortable and Indecisive Conditions
How to work with customers in positive to neutral customer conditions
Work effectively with customers in the Comfortable and Indecisive conditions
Satisfying Customers in the Insistent and Irate Conditions
How to work with potential negative and emotionally charged customer situations
Work effectively with customers in the Insistent and Irate conditions

Sometimes off-the-shelf content just isn’t specific enough. You want more than proficiency; you are building a culture. When your strategy, processes, systems, and company values need to take center stage, partner with WinSource to create exceptional custom content incorporating today’s best adult learning and instructional design principles.

  • Large conferences

  • Focused workshops

  • Keynote addresses

  • Live virtual learning

  • Self-paced e-learning

Ready to Get Started?

Ready to get started? Let’s talk about the training and delivery that might be right for you.