The Customer Service SkillMapÖ starts with an assessment that pinpoints your relative strengths and growth opportunities in: Energy & Stamina Service Attitude Product Knowledge Procedural Knowledge First Impressions & Rapport Up-servicing & Up-selling Active Listening Presenting Solutions Asking Questions Overcoming Hesitation Handling Complaints Solving Problems Then helps you work through exercises to develop or improve just the skills, behaviors, habits and attitudes the assessment identified. FACILITATION & COACHING GUIDE - Provides a detailed guide for administering the skills assessment along with a fully scripted 1-hour workshop for each of the 12 categories. Handouts, overhead masters and PowerPoint presentations are also included for each workshop. AUDIO REINFORCEMENT - An audio tape program is available for each of the 12 categories. Every audio reinforcement program is designed to reinforce the new behaviors, habits and attitudes that are emphasized in the Development Guide. Each Audio Reinforcement Program is divided in to either 5 or 10 segments û each 6 or 7 minutes. The plan is for you to use one segment a day, one day after the other (this is called spaced repetition methodology). Some of the skill categories require 5 days and some 10 (hence the difference in the cost of the audio tapes). Each dayÆs segment starts with a variety of ideas about the skill, along with examples and questions to keep the listener engaged. It ends with an assignment to be completed by the next day before listening to that dayÆs segment. by FrontLine Learning