OnDemand Online Training
This is a comprehensive course that will provide learners with the essential skills and techniques that will give them the skills to provide superior customer service. Every purchase includes 30 days of access.
CSE + workbook
This bundle allows you to purchase our Customer Service Essentials course plus physical workbook(s).
CSE + workbook and Job Aids
This bundle allows you to purchase our Customer Service Essentials course plus physical workbook(s) and job aids, including technique cards and card stands.
Leading High-Performance Teams
This course will help your new leaders drive results through others with proven strategies such as structure, practice, and discipline.
What's Covered in Customer Service Essentials (CSE)?
Our CSE On-demand course includes 14 chapters and 68 individual lessons that cover a wealth of topics, including:
Mindset: Putting Customers First
Critical concepts for making the most of every customer interaction.
Greeting Your Customer
Concise, productive greeting to immediately build rapport and maintain focus.
Acknowledge & Take the Lead
Engage with the customer while keeping the conversation on track.
Understand empathy, recognize when it’s warranted and how to express it.
Gems for All Conversations
Ways to build rapport, foster positive communication and gather information.
Delivering Negative Information
Increase cooperation and decrease resistance when delivering a negative message.
Learn to rephrase common words and phrases that put customers on the defensive.
Key components to active listening and acquiring a listening mindset.
Etiquette: Holds, Transfers & Wrap-Up
Proven techniques for handling these functions with ease and professionalism.
Best Practices for Email & Chat
Apply Bonfire’s positive communication techniques to written messages.
Avoid common pitfalls that help create difficult callers, and how to de-escalate.
Overcome ‘the blame game’ and ‘victim mentality’ to create a thriving team.
Review key techniques and download an Action Plan to keep the skills alive.
What's Covered in Leading High Performance Teams?
Our Leading High Performance Teams course consists of a total of six chapters between 7-10 minutes in length and includes:
Where do we start? Learn the equation for leading a high-performance team.
Learn how to set clear and SMART expectations.
The Three Types of Feedback
Understand the three types of feedback and how to create a culture of feedback.
Learn the three key things all team members are incentivized by.
Define and drive accountability in your organization.
Comprehensive Skills Training
Our courses feature our best skills and techniques for providing great customer service. Learners will also receive reference and support materials to help them transfer their new skills and learnings to the real world.
Tired of endless slides? Our engaging courses features a variety of interactive elements to support different learning styles. Our techniques are presented through videos, call recordings, high-quality images, interactive flash cards, and more.
Ready for any & every device
Our simple, mobile-friendly training platform responds to whatever device you prefer. Start the course on one device and pick it up later on a different one. The challenge is in the training, not the technology.
Get your team the best in Customer Service Training, at their fingertips
Develop Your Customer Service Skills With OnDemand Online Courses
Now, more than ever, improving customer satisfaction is a top priority for organizations. Our Customer Service Essentials (CSE) training is designed to increase the confidence of your team members while maintaining exceptional customer service. This course will teach new skills, refresh existing competencies and offer new approaches to challenging situations.
Our OnDemand online CSE training is designed to give you quality, concise training you can watch in one sitting, on any device, at any time. Online training is a convenient, cost-effective solution for learning rapport-building, effective skills that will create consistency of excellent service throughout your organization. This course includes over a dozen modules, gives you 30 days of access and can be purchased in single or multiple-seat packages.
Licensing for Your LMS
Quality Training Delivered Your Way
Our CSE course can be delivered through Bonfire Training’s Learning Management System (LMS) or served up easily within your organization’s LMS. Licensing offers unlimited access to Bonfire Training's proven methodologies- excellent for larger organizations who want to incorporate the course into their standard team training.
Bonfire Training’s on-demand courses are designed to increase the confidence of your team members while maintaining exceptional customer service. The intention is to teach new skills, refresh existing competencies, offer new approaches to challenging situations and have some fun while we’re at it.
Licensing our course to host on your internal LMS offers a multitude of benefits, including:
Receive full access to our content including updates with no usage limits or time restrictions for course completion. Utilize it however you like to best incorporate these skills into your team's toolset.
Hosting on your LMS offers the ability to focus on individual techniques and leverage customized options to track learner progress.
The eLearning program is SCORM compliant and compatible with most LMS platforms. It can be viewed easily on any mobile device through the menu-based format.
If you're interested in licensing our OnDemand online course—we're ready when you are!
The annual eLearning license fee is based on each client’s needs and typically ranges from $10,000 to $13,000/year. The one-time fee for a perpetual license for unlimited access to Bonfire’s intellectual property on your LMS is also based on each client’s needs and customization elements and typically ranges from $20,000 to $35,000.