Each fully narrated module explores all the key principles of customer focus and service excellence in detail. You will also find, tools, tips, situational examples to enhance your understanding of the content. Included in each module you will find short video clips. These clips are taken from a session of our classroom version of this training program. You will be able to experience first hand many of the key concepts and best practices discussed in this program.

Study Guide and Personal Action Plan

Included with your tuition is a 42 page Study Guide and Personal Action Plan.

This terrific learning resource contains learning activities and a Personal Action Planning tool. The learning activities will help you to apply what you learn as you work on a module. The Personal Action Plan gives you an opportunity to set some goals for yourself so that you can apply what you have learned on-the-job. A detailed explanation of how to use this tool is provided in the Guide.

Interactive Quizzes and Tests

As you work through each module you will complete short pop quizzes to check your understanding of what has been covered.

And… at the end of each module you will have the opportunity to complete a Final Quiz which you will need to pass with a 70% pass rate in order to move on to the next module in the program.

Your CCEP certification is provided by the Training Bank and the Customer Service Institute of America.

This means that this program has passed the rigorous standards of both organizations and that you have demonstrated the required knowledge and skill to be granted this designation. To retain this designation you must consistently demonstrate your commitment to the core values, concepts, best-practices and customer focus principles covered in this program. Your certification is good for two years after which you will need to arrange for recertification. You have several options for this. Please refer to our Customer Service Certification overview page which you will find in the Training Programs main menu.

Courses that are Certified by the Customer Service Institute of America are based on international customer service standards as regulated by the International Council of Customer Service Organizations

“Finally an online course that incorporates all of the key elements required for achieving exceptional customer experiences. We at the CSIA were so impressed with the content and training style used by The Training Bank in Maximizing the Customer Experience that we asked if we could endorse the course. The takeaways are exceptional and will assist any individual across a variety of industries in ‘upping their game’.”

Christine Churchill, Founder and Executive Director, Customer Service Institute of America

“Our entire customer service team recently completed the Maximizing the Customer Experience certification program, and we have seen great results. The 8 modules are easy to understand and really drive home what customer service is all about. Throughout the process, the Training Bank team was incredibly responsive and helpful. Not only did they set us up on their platform and quickly resolved any issues that arose, but they also had resources available to support multiple engagement options, ranging from letting employees simply complete the online modules themselves to empowering our organization to work together as a team reinforcing what they’ve learned.”

 Jenny Casmus – Training Specialist – BenefitMall

“The Maximizing the Customer Experience online certification training program is outstanding! Not only is it a sound training program, the approach you’ve created makes it possible for service providers to learn the essentials of service excellence on their own, in a modular fashion. I highly recommend this program to any person or organization that wants to outpace the competition. Thank you for developing this program—it is truly a program that rises above anything else on the market.”

Tom Watson PhD., President Watson Training and Development

“Best decision I made in developing our curriculum for our students by bringing in Maximizing the Customer Experience. As a medical college, the healthcare industry is in dire need of giving their patients a better experience. Every organization in the healthcare industry should be taking this course. It is easy to implement, can be delivered in short but focused sessions, and has great exercises that allows you to put the principles into practice immediately.”

Alex Shortsleeve, Director of Education, Hawaii Medical College

“I like the certification. I liked the program. I will recommend to my job to attend this class. Very eye opener about customer service.”

Hawaii Medical College Student

“Customer Service is a great class. I would review all the online exercises again for outside of school and in personal relations.”

Hawaii Medical College Student

“The Customer service modules are awesome! Really goes in depth about what it means to be a business and how important our customers are as well as all the little things that tie into the customers’ experiences.”

Hawaii Medical College Student

I am writing to endorse the online Maximizing the Customer Experience certification course. This training program has prepared our employees to provide the highest levels of customer service at Pacific Islands Club. The customized online option was particularly user friendly and visually appealing. It was sensitive to the different styles of learning which kept the employees engaged. We are especially pleased that those who have completed the program are now certified by the Customer Service Institute of America. We believe that our guests will have added confidence in knowing that we have certified customer service professionals at Pacific Island Club. Thank you for providing this training to our staff.

Theresa T., Director of Human Resources, Pacific Island Club

I have completed Maximizing the Customer Experience. What an excellent course! The material is easy to follow and understand. I have truly enjoyed it! I have been employed by the town for 20 years and in the banking industry before that and have seen a lot “customer service” programs. I must say, this is “tops”! Very well written and totally common sense. Well Done.

Leslee S., Finance Dept , Town of St. Marys

I do the training here at GBTI and have been doing this since 2001. I am impressed with the concepts and approaches that you teach. Exposure to these will certainly improve our customer service.

Pat Clarke GBTI Bank

Wouldn’t it be wonderful if every employee implemented everything they learned in a training program? In reality most employees do not unless essential steps are taken prior to the training and critical actions are implemented following the training. When it comes to building and sustaining customer focus, training is just the first step.

This valuable resource will ensure that you maximize your return on investment when enrolling your employees in this program. This 150-page Guide has two key components:

– How to maximize the implementation of the training

– How to embed the key best practices covered in the training into the day-to-day working environment

Implementation

This tool provides you with detailed recommendations regarding how to plan, organize and implement a successful training plan using the online training program.

Two proven approaches are outlined or you can customize your own plan.

This Guide also contains step-by-step instructions for conducting an effective Kick-Off meeting to launch the training program.

Embedding

Many essential best practices are covered in the online certification program. Ensuring that all your employees utilize these best practices daily requires structure and accountability. The tools provided in this Guide will help you to accomplish this. The Guide contains 19 tested and proven activities which when conducted with your employees will reinforce what is covered in the training and ensure that these best practices are integrated into the fabric of day-to-day life at work.

Each activity comes in the form of a team meeting. These meetings range from 30 to 45 minutes on average. Everything you need to conduct each meeting is provided. This includes:

– Goals and Objectives

– Planning requirements

– Handouts

– Flip-chart content

– Detailed step-by-step instructions for conducting the meeting from start to finish

We have also provided additional reference material including instructions on how to use a number of problem-solving and decision-making tools and techniques. In essence, everything you will need to maximize your employees’ learning experience and bring customer focus to life in your department, team or Organization.

The Guide comes in a downloadable Acrobat pdf format and is designed so that you can print it and place the pages in a three ring binder for ease of use.

This resource is available for reproduction by way of license. The price for one license (1 unit) is $149.00. You will need to acquire a license for each manager/trainer using the Guide. Volume discounts are available.

Please contact us for particulars.

We want to ensure that your computer is properly set up to run the course.

Most people have the correct software on their computers to deploy and run most internet-based content but sometimes they do not have the latest versions of this software and as a result they encounter problems running online course-ware.

Here is a list of the system requirements needed to ensure this program functions properly.

Supported Platforms & Browser

Windows-Based Laptops, Desktops and notebooks

Microsoft Windows 7, 8, 10 or 11 and one of the following browsers:

• Google Chrome 28 or later
• Mozilla Firefox 27 or later
• Microsoft Edge

Mac-Based Laptops and Desktops

Mac OS X or later and one of the following browsers:

• Apple Safari 6 or later
• Google Chrome 28 or later
• Mozilla Firefox 27 or later

 Recommended Plug-ins/Add-Ons

• Adobe Acrobat Reader version 10 or above for Study Guide

Additional Recommended Settings

• Cookies enabled/accepted in browser security settings
• JavaScript enabled in browser settings
• Pop-up blockers disabled
• A high speed internet connect is required, Minimum connection speed: 1 Mbps (Megabits per second)
• Your device must have audio and video capability

If you wish to enroll multiple participants or wish to run this program through your own customized Learning Management System (LMS), please contact us. We will be pleased to look after your specific requirements.

Please note that volume discounts apply to enrollments of 11 or more individuals. We will take care of everything including setting up and providing unique user access codes and notifications.

For more information, about group enrollments, please contact us.

Access and use of this program is granted to and for the sole use of the individual who has enrolled in the program.

The content and supporting materials may not be shared or used by anyone other than the individual who has enrolled in this program.

We warrant that the course provided contains the information as described on this page.

We further warrant that it is free of technical defects and, provided the purchaser meets the requirements as described in System Requirements above, the course will deploy and run properly.

In the event that you are unable to access this program, despite having the required supporting hardware/software as described above please contact us within 48 hours of purchase. If we are unable to correct the problem, we will provide a full refund.

If you encounter a problem, email support@thetraningbank.com and describe the difficulty you are having.

Please ensure that you include your sales confirmation number. We shall endeavour to correct the problem. If we are unable to do so we shall refund the purchase price.

Requests for refunds for any other reason, while not normally accepted, will be considered on a case by case basis.

Please note: Once you have gained access to the online training program and used any part of this training you are deemed to have accepted the terms and conditions of purchase.