Creating an Outstanding Customer Experience (RTL)
What is the Reproducible Training Library (RTL)?
The RTL is a collection of downloadable and customizable courses for virtual and classroom instructor-led training, plus self study learning. This course is one of more than 80 courses in the RTL Complete Collection.
When making your purchase, choose the correct license based upon your total number of employees in your organization:
Business – Less than 5,000
Corporate – Between 5,001-10,000
- Enterprise – More than 10,000
Customer service is extremely important for a business. According to one report, 40 percent of consumers switched to buying from a competitor because of its reputation for great customer service. Fifty-five percent cite great service – not product or price – as their primary reason for recommending a company, and 66 percent said that great customer service was their primary driver for larger spending.
The basis of good customer service is simple: treat customers with respect, make them feel heard, make them feel confident that you’ll do your best to ensure issues are taken care of, provide the information they need, make their shopping experience easy and satisfying, and resolve any issues quickly.
While creating an outstanding customer experience sounds simple enough, statistics prove it remains a challenge for most. This program will reveal what you can do to create a consistently outstanding experience for every customer. Creating an Outstanding Customer Experience is appropriate for high-level employees who have direct contact with customers and some influence in the hiring process as well as the ability to modify established systems of operation.
- Establish a company culture that encourages employees to create an outstanding customer experience.
- Identify ways to show customers you care and to make every customer interaction memorable.
- Explore techniques for de-escalating issues and developing loyal customers through effective problem resolution.
- Discover how to ensure self-service systems offer the same outstanding experience as live customer interactions.
- Behind the Scenes: Company Culture.
- Live Customer Interactions.
- Recovery after a Slip-up.
- The Intersection between Self-Service and Customer Service.
How to purchase the RTL
This program is just one of more than 80 titles in the Reproducible Training Library. We recommend you consider buying the entire program library rather than single titles as the cost per title is significantly reduced.
To make your purchase, select the appropriate license for your organization. Your license is determined by your organization's total number of persons employed, not the number of persons you intend to train.
Upon receipt of payment and approval of your license, you will receive an email with links to download your files. All files are provided in unlocked Microsoft Office format. Your download will include:
- Virtual ILT, Classroom ILT, and Online Self-Study versions
- Instructor Guide
- Participant Guide
- PowerPoint Presentation
- Course Overview
- Learning Summary
- Learning Materials
- Action Plan
- Course Evaluation
End User License Agreement (EULA)
By purchasing the RTL you agree to the terms of the End User License Agreement (EULA). Be sure to review the terms of this agreement before making your purchase.
The RTL is sold as an annual license for use by an organization for the training of its employees. The library may not be distributed, sold, shared, rented, or loaned.
Training companies are not eligible for purchase of this product
The RTL may not be purchased by consultant or training providers intending to use the content to train other organizations. Consultants may direct their clients to acquire the license through their HRDQ Affiliate Network link.
Annual renewal required for continued use of this content
Each year on the anniversary of your purchase, if your organization chooses to continue using the library, a RTL Single Title Annual Renewal License must be purchased. If you choose not to renew your license, all licensed content, including customized versions, must be deleted and all use discontinued.