Core Skills

>	Impacting the Customer Experience
>	Focusing on the Customer
>	Exploring Social Styles & Motivators
>	Enhancing Customer Courtesy Skills
>	Communicating Effectively
>	Handling Challenging Situations
>	Balancing Business & Customer Needs
>	Providing Products to Customers
>	Recognizing Value
>	You REALLY are the One at Your Company

Selling Skills for Customer Service

>	Transitioning to Sales
>	Developing a Campaign Strategy
>	Listening & Questioning
>	Positioning the Sale
>	Managing Sales Objections
>	Closing the Sale
>	Integrating the Skills
>	Improving Personal Effectiveness

Customer Service Management

>	Leadership Support

You REALLY Are the One at Your Company

Overview
Do you wish you had a crystal ball to help you deal with some of the challenges you may be facing in the first three months on the job? Here it is!

Some of the things you’ll encounter when you transition to your job may seem to make your job more difficult. However, many of these challenges are in fact important elements in running the business. Helping you anticipate these challenges — and providing you with tools to work through them — is the goal of this module.

Performance Outcomes
As a result of participating in You REALLY Are the One at Your Company, you should have confidence and tools to handle the initial challenges you will face on the job. Specifically, you should be able to:

• Identify the challenges you may face when you transition to your new role.
  
  
• Describe the steps in a problem-solving model and using the model to address the challenges.
  
  
• Describe behaviors that discourage and encourage communication.
  
  
• Describe techniques used by exemplary employees to effectively manage the transition from trainee to employee.

Activities
Activities include brainstorming the challenges typically encountered by new employees and apply the Problem Solving model to them, six behaviors that discourage communication and six behaviors that encourage communication, and techniques used by exemplary performers to effectively manage the transition from trainee to employee and handle some initial challenges.