How do you help a customer service representative improve his or her effectiveness if you're not sure which specific skills needs to be learned or enhanced?

How do you target your CSR training at both the individual and organizational level?

How can you reduce your training budget while increasing effectiveness?

The Customer Service SKillMap™ assessment and development guide helps service professionals pinpoint the specific skills, habits and attitudes they should focus on for improved performance. It includes an assessment of customer service skills in 12 categories (see example below) providing a graphical representation of each individual's unique strengths and growth opportunities.

Individual Assessment and Self-Paced Learning

Individual CSRs can complete the online assessment in less than 20 minutes, then be linked directly to training and development resources based upon their assessment results. A downloadable Development Guidebook helps to focus and structure their learning.

Organizational Assessment and Targeted Training

When a group of CSRs completes the online assessment, a "Manager Dashboard" is available with robust reporting capability to run aggregate group reports by geography, division, business unit, work group, etc. These aggregate reports provide objective analysis of a group's service strengths and development needs. Based on the group results a broad range of training tools are available for targeted skill development:

• e-learning courses

• Audio CDs

• Facilitator Guide (for onsite workshops delivered by your trainers)

Facilitation and Coaching Guide
Provides a detailed guide for with a fully scripted workshop for each of the 12 skill categories. Handouts, overhead masters and PowerPoint presentations are also included for each workshop.

E-learning Modules
Provides complete training in each of the 12 skill categories. Individuals can complete the entire program, but most instead focus only on the skill categories that were identified as development opportunities by the assessment.