Chart Learning Solutions

What are the core personal skills and behaviors that you need to be successful when working with customers, clients and prospects? Our service self-management curriculum focuses on the inner-facing skills needed to build a solid foundation and achieve customer service excellence. The topics covered include product and procedural knowledge, time and stress management skills, giving and getting help, responsible initiative, service attitude, critical thinking, and rewards and recognition.

Discover the four stages of self-management. Discover the seven categories of competency that includes product and service knowledge, procedures, features and benefits, unique language, technical, organizational, and uniqueness. You will understand why it is important to invest the time in developing strong foundations in self-management skills whether you’re a beginner or pro.

Product Knowledge: Product and Procedural Knowledge

Knowledge of the competition to gain competence and confidence are interconnected to professional success. Understand how competitive company information, product information and representative’s information can add insight and valuable data for you.

Product Knowledge: Competitive Knowledge

Credibility is the ability to inspire belief. The two dimensions of credibility are trustworthiness and expertise. Understand the steps for building credibility that include planning, training, listening, trusting others, building democracy, and building community. Implement the disciplines of credibility to increase credibility.

Product Knowledge: Building Credibility

Experts could influence others as a result of an earned, not elected or appointed status. Understand the two approaches to gaining expertise and how to make good decisions quickly. Discover why you need both depth and breadth of knowledge in order to set an appropriate direction other will follow.

Product Knowledge: Developing Expertise

Understand the difference between trends and fads and we will guide you how to identify fourteen consumer trends. Discover four trends that your business can satisfy and promote to stay ahead of the curve and how to offer trend advice for your buyers to position yourself as the go-to person for industry advice.

Product Knowledge: Industry Trend Resource

Product/Procedure Knowledge

This course will ensure that you maximize your daily activities more effectively and take back control of your time. Understand the importance of setting a goal and why it is important to be proactive rather than reactive. Why is a mission statement important and what are the three elements of an effective mission statement? Prioritize your tasks more effectively according to the urgency and importance of the task at hand.

Time Management: Effectiveness, Missions, and Goals

Become more efficient in your daily routine with our 6 criteria for increased efficiency and understand how to apply each in your situation. Take the stress out of your work by streamlining your tasks and we will show you how to eliminate all the biggest time wasters in your work. Understand the 60 second test to assist with the filing and paperwork in your work area. You will feel like you get more done in half the time and increase your efficiency like you never thought possible.

Time Management: Efficiency

Learn how to make the most of your time by implementing guidelines that is smart, measurable, achievable, relevant and time based. With accurate goal setting, you will maximize your efficiency as well as your effectiveness and in doing so, learn how to record and track your progress throughout the duration of a specific task, or even merely throughout your normal routine day. You will be able to schedule recurring activities without having anxiety about where you’ll have to find the time.

Time Management: Scheduling Smarts

24 hours sometimes simply doesn’t seem like enough time. Learn how to identify “hidden time” in your day, which will mean extraordinary things for you in terms of completing your deadlines and reaching your goals. You will learn how to make the most of your “down time” by for instance, creating a game out of time saving. We don’t believe in all work and no play, and therefore provide you with the tools to have fun while effectively managing and creating your time, virtually effort free.

Time Management: Finding Hidden Time

“Procrastination makes easy things hard, and hard things harder” – Mason Cooley. Learn how to avoid procrastination and finalize your tasks with ease. Learn how to apply the most effective guidelines for delegation and ensuring responsibilities get taken care of. You will learn how to get more done, in less time and we will teach you how to balance your precious home life with that of a stressful career life. Your productivity will be at it utmost maximized capacity after you have completed this course.

Time Management: Maximizing Productivity

Time Management

There are many challenges to getting the right help, most of which are our own mental self-doubt that gets in the way. We will teach you the guidelines for getting the right help. The one technique for getting help is to ask for it in the form of a statement. We will show you how to ask for the detail, be specific and thanking your helper. You will understand the benefits of a buddy system approach and group brainstorming. We will guide you on certain areas you need to be sensitive when asking or giving help.

Getting and Giving Help: Getting the Right Help

While having the right resources is important, often it’s other people who can help us most. Anyone with whom you communicate knows something that you don’t. We can all learn from and help each other create a continuous learning path. Learn how you can actively mentor those around you. Share knowledge, experience and insights with those around you. Are you ready and willing to mentor? We will share the characteristics of effective peer mentors and teach you eight types of peer mentoring. You will also understand what behaviors to avoid such as criticizing, giving advice and rescuing.

Getting and Giving Help: Mentoring Peers

Peer coaching is a cost-effective way to provide quality employee development to high-potential and emerging leaders. Learn about the behaviours that will ensure you are a great peer coach. You will understand why questions play an important role for effective coaching and how to use the correct questioning sequence for an effective coaching session. Learn the behaviours and steps under your control for achieving the end goal.

Giving and Getting Help: Coaching Peers

Customer Experience Management is the process of strategically managing a customer's entire “touch point” of experiences within an organization. Discover the dangers of ignoring Customer Experience Management and five areas of analysis to enhance your customer service.

Giving and Getting Help: Customer Experience Management

Customer satisfaction equals your performance, divided by customer expectations. Expectations change depending on the situation and customer conditioning. Discover how to manage product expectations and manage the four levels of customer expectations. Exceed customer expectations with the 6 F’s.

Giving and Getting Help: Managing Customer Expectations

Giving and Getting Help

Personal leadership means taking ownership of your work, being in charge of your decisions, actions, and results without constant intervention from your manager. We will show you how to ask questions to find leadership opportunities and how to ensure you align with the organizational mission, goal and values. Discover the four stages of personal leadership and how you can implement these to reach your desired goals.

Responsible Initiative: Personal Leadership

Initiative is the ability to take action without specific directives from others and is critical to organizations to stay competitive. Discover how you can achieve balanced flexibility while understanding how to see worthwhile opportunities. We will show you how to act responsibly without being told what to do.

Responsible Initiative: Initiative for Responsible Results

Synergy produces greater results than the effort of one working alone. Discover the benefits of working together in teams to enhance productivity. Understand how to manage up when required and what will impact the team. Get others to help you and discover how initiative is the secret in how teams achieve synergistic results.

Responsible Initiative: Achieving Results with Others

Personal accountability is about taking control of your life to achieve the outcomes you want by design, not by default. Understand the difference between the victim and victor and apply the four stages of the victim or victor cycle to keep your team accountable. Understand why collaboration will be vital throughout the four stages when others accountable.

Responsible Initiative: Personal Accountability

Understand why fear, habit, laziness and perfectionism are four personal obstacles to action and how to manage this. Fear is the biggest obstacle and we will show you how to get rid of fear by following 7 steps. You will learn how to convert obstacles into opportunities.

Responsible Initiative: Overcoming Obstacles

Responsible Initiative

Peak job performance and maintaining a positive attitude starts with having a suitable service disposition and strong interpersonal skills. Maintaining a positive attitude takes work—focusing on what’s right, looking for solutions to problems instead of complaining, and having a positive “expectancy” that things will improve. Discover how to stay involved and healthy coping mechanisms that help keep us physically and mentally healthy. Discover why Integrity and honesty are the foundations of trust, the root of service. Apply strategies for cultivating exceptional customer service character every day.

Service Attitude: Maintaining a Positive Attitude

Character describes human qualities that create our public reputation such as personality, appearance, and behaviors. Integrity matches reality to our words—keep your promises. Discover why Integrity and honesty are the foundations of trust, the root of service. Apply strategies for cultivating exceptional customer service character every day.

Service Attitude: Character & Integrity

Mistakes will happen and the key is how you handle the situation when a mistake happen. Discover eight tips for working through service mistakes and ten customer service mistakes you can avoid. Understand the five service mistakes organizations should avoid.

Service Attitude: Service Mistakes

Respect is a feeling of admiration or positive regard for someone or something. Respect isn’t just tolerating others. Understand why respect is much easier to lose than it is to gain and why it is important to ten ways to show every customer the same courtesy, no matter how difficult he or she may be behaving.

Service Attitude: Equal Respect

Service resiliency is the ability to recover quickly from a challenging, adverse customer situation, disruptive change, crisis, trauma, or negative stress. Learn how to cut down on the frequency of adverse situations. Implement nine steps to increase your service resiliency.

Service Attitude: Service Resiliency

Service Attitude

The way you react to stress determines its positive or negative effects on you. Good stress, called eustress, is any positive response to a stressor that produces optimal performance and well-being. Discover how to manage stress and how to spot bad stress. Realizing that you’re in control of your life is the foundation of stress management. We will show you how to turn distress into success.

Stress Management: Stress for Success

Avoid the cumulative effects of stress by daily balancing them out with stress management techniques. We will help you to understand the three “legs” of stress management and how you can apply control and cleanse techniques for managing stress.

Stress Management: Stress Management Techniques

Resiliency is the capacity to deal with change and continue to adapt or develop. Emotional resilience is determined partly qualities you're born with. With a little effort however, resiliency can be strengthened over time by anyone.  Discover the characteristics of resilient people and how to ensure you don’t only use resiliency in times of adversity.

Stress Management: Resiliency

Trying to “do it all” can lead to serious health challenges. Challenges of work-life balance include stereotypical gender roles and work environments that are slow to accommodate working families. We will show you ideas for balancing home and career effectively. Discover how to balance your time and quality of activity using the eight categories of a well-balanced life.

Stress Management: Balancing Home and Career

Job burnout is triggered by many causes such as feeling helpless and lack of job meaning. Understand the symptoms of job burnout and ways to prevent or eliminate job burnout. Use the relaxation response to revitalize the mind, body, and spirit from neural overload.

Stress Management: Preventing Job Burnout

Stress Management

The single greatest motivator at work is recognition for a job well done. We will show you the difference between intrinsic and extrinsic rewards. Discover the benefits of employee recognition and ways to establish a peer-to-peer recognition culture. Rewards are generally a tangible prize  and can help motivate the team to achieve your goals.

Rewards and Recognition: Giving Rewards and Recognition

Self-appreciation is the ability to acknowledge oneself with admiration, love, and gratitude, honoring our accomplishments and strengths. The greater one’s self-appreciation, the more one has to contribute to others. Discover the benefits of self-appreciation and why it is important in your public and private life. Self-appreciation is a skill that everyone can learn. This course will help you choose a strategy that works for you.

Rewards and Recognition: Self-Appreciation

Appreciative Inquiry is a process of asking positive questions and envisioning the future that uncovers the best in people and organizations and enabling positive change. Understand the seven core principles of Appreciative Inquiry and you will be able to apply the five stage model to consider conditions necessary for success using appreciative inquiry.

Rewards and Recognition: Appreciative Inquiry

Studies show that customers value gestures of appreciation. We will show you various ways for showing appreciation and identify the key components when writing a customer appreciation letter. We will share some tips writing the letter and ensure you increase the emotional connection with your customers.

Rewards and Recognition: Customer Appreciation

Compliments are verbal or written expressions of admiration, praise, recognition, honor, congratulations, affection, or encouragement. An empowered compliment is an expression of appreciation that can cultivate confidence and creative contributions for both the sender and receiver. Benefit from our steps to deliver an empowered compliment. We will also show you the importance of acknowledging a compliment when one is offered.

Rewards and Recognition: Empowered Compliments

Rewards/Recognition

Critical thinking means taking control of your thoughts to see if they make sense and applying self-corrective thinking to reach the highest level of rational reasoning and fair-mindedness. We all know the consequences of unchecked and undisciplined thinking. Understand what critical thinkers do and know the three levels of thinking. We will help you to think fair, open-minded, unbiased, unprejudiced and work to overcome personal biases.

Critical Thinking: Introduction

Fallacies are incorrect conclusions drawn from incorrect reasoning in an argument. One problem with deception is that the perpetrators often don’t know they’re doing it. They believe what they’re saying. Discover how to identify the traits of sloppy thinking and the impact it will have. We will give you guidelines to move sloppy thinking to elegant thinking where they will help you reach your goal.

Critical Thinking: Managing Deceptions and Fallacies

You can make better sense of what you read, hear and become more persuasive by understanding arguments. The purpose of an argument is to make a valid point or persuade thinking. Understand the two parts of an argument and how to use evidence to support a claim. Understand how you can evaluate a persuasive argument by focusing on pinpointing the claim, identify evidence, test the evidence and identify conclusions.

Critical Thinking: Persuasive Arguments

Rational decisions are based on reasonable, intelligent thinking. Discover how rational thinking can improve the quality of your life and help you to take a reasonable approach in knowing what to think. Understand why a checklist can help you in complex situations and apply our steps make rational decisions.

Critical Thinking: Checklists for Rational Decisions

Arguments are used to persuade and contain a claim and conclusion and explanations are used to increase understanding by finding the best reasoned answer through a learning process. Understand the four steps for optimal understanding and how to use questioning to increase your level of understanding. Discover the power of reflection as it will help you to make the correct decisions.

Customer Service Self-Management

What you'll learn

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