The Millennium Group
International, LLC
46169 Westlake Drive
Suite 240
Sterling, VA 20165
ph: 703-260-6716
Copyright The Millennium Group International, LLC. All rights reserved.


Coaching - Consulting - Training - Learning Management


The Millennium Group International, LLC
46169 Westlake Drive
Suite 240
Sterling, VA 20165
ph: 703-260-6716
Advancing Service Expertise
Description: It's obviously a treat to have a sumptuous meal at a five-star restaurant, or be doted on
at a five star resort.  But five star service extends beyond our personal entertainment.  A certain
degree of pampering is key to achieving customer loyalty, and this course shows us how to make
'five star attitude' an integral part of our service commitment.  These lessons are designed to foster
awareness and new skills that deepen our customer service expertise.  Gain techniques for
personalizing customer interaction.  Enhance your approach to customer assistance by giving it form
in a structured plan.  Understand the critical differences in specialized service when you are dealing
with customers over the phone. And since technology now has an increasingly important place in
daily business, you'll integrate tips for service-friendly e-mail into your customer assistance
practices.  With interactive examples, simulated dialogues, and game-like exercises, this
skill-building course takes your customer service proficiency up a notch toward excellence.
Target Audience=Front line personnel, team leaders, customer service managers
Duration=3.5 hours

Corporate Culture: Building the Service Foundation
Description: As the saying goes, 'You can't create the cathedral before you build the foundation.'  
That's why the first course in this Customer Service series focuses on building the foundation of
good service.  The buzz term is 'Corporate Culture.'  It's not some rare disease, but your workplace
'culture' can be positively or negatively infectious as it relates to customer service. In this course,
you'll get the basics about corporate culture, and how it impacts service.  You'll be able to identify
on-the-job issues that are barriers to service excellence.  Simple, but effective, exercises will enable
you to differentiate between a healthy corporate culture, and an unhealthy one.  At the completion of
this course, you'll be able to develop a step-by-step action plan that sets the tone for an
organization that prides itself on quality service.  Finally, you'll gain the know-how to be a dynamic
force within your own division, team, or group culture.  By learning to strengthen the internal
environment, you'll increase commitment to service, boosting performance, productivity, and
ultimately, success.
Target Audience=Front line staff, managers, and team leaders.
Duration=3.0 hours

Customers, Confrontation and Conflict
Description: Is there anything that can torpedo your work day more than an arrogant, obnoxious,
rude customer?  YES!  Not knowing how to handle one!  It's challenging to stay service-minded when
the person you are dealing with is being 'difficult.'  This course will give you the perspective to
effectively cope with customer conflict, and sound methods to deal with all types of potentially
confrontational situations.  You'll be able to identify elements of emotional response that interfere
with good customer service.  Staying cool, calm, and customer-connected is a critical learning
objective for this course.  Develop communication skills that defuse customer complaints.  Learn and
differentiate the best methods to handle difficult customers in person and over the phone.  By the
end of this highly interactive course, you'll have the strategies necessary to restore customer
confidence and move beyond the thorny issue to an even stronger relationship.
Target Audience=Front line personnel, team leaders, and customer service managers.
Duration=5.0 hours

Effective Relationships with Customers
Description: It's time to disregard that old deferential model of short-term customer relations you're
using.  Why not replace it with a selection of long-term relational skills that work for you in the
marketplace?  Take control by picking the best customers and developing equal, trusting
partnerships with them.  When you limit your investment in your customer relationships, you also limit
your growth potential.  Developing strong, respectful relationships with your customers is a win-win
situation.  This course introduces the ingredients for creating and maintaining more effective and
productive relationships with your customers and explains why these elements can generate better
outcomes than earlier customer paradigms.  The most effective relationships are mutually supportive
and mutually beneficial.  And they last beyond next quarter's returns.  Investing in the relationship
and creating value for your customers rewards your business as well.
Target Audience=Anyone in an organization responsible for marketing strategies or customer
Duration=2.0 hours

Overcoming Difficult Service Situations
Description: Your customer's face is more contorted than anything you've ever seen...eyes bulging,
fists clenched, and a scowl that makes Scrooge look like a nice guy.  It's tempting to cut and run, but
coping with even the most challenging situations is part of customer service.  This course is
designed to give you the means to hang in there when the going gets especially tough.  Recognition
of the warning signals is an important first step.  Then you'll practice strategies that de-escalate
confrontational clients.  Admitting mistakes is an easy concept, but for most people, it's not so easy
to do.  This training adds just enough sugar to make the medicine go down, helps us let go of our
egos or our fear of being wrong, and accept responsibility for errors.  Though it's not appropriate to
tell a customer to 'chill out', there are some easy to use tactics to cool down the angry client.  You'll
explore the steps to guiding customers toward a solution to a problem or issue.  Finally, tackle the
exercise that tests your tolerance, and take a preemptive strike at conflict by learning to plan for
challenging situations before they ever occur.
Target Audience=Front line staff, team leaders, and managers
Duration=4.5 hours

Service Teams and Service Stars
Description: The Olympic athlete, the Nobel Prize winner, and the Oscar-nominated actor all have
something in common.  They are all stars in their areas of expertise.  This course will move you to
the level of stardom in the area of customer service.  In profiling the highest achievers, you will grasp
the meaning of leadership, the importance of long-term focus, and the secrets to making your
customers more memorable.  In this course you will also explore the importance of being a little
'self-serving.'  You are much better caretakers if you practice taking care of yourself.  After looking
at individual excellence, you will look inside the workings of a championship team, a group that has
the know-how to deliver knock-your-socks-off service.  But beware of team issues that can destroy
your levels of service.  You will examine the pitfalls of attitudes that can put cracks in the smoothest
service armor.  This is the course that will help you to be the best service provider you can be.
Target Audience=Front line staff, team leaders, and managers
Duration=5.0 hours

Service Transition Processes and Principles
Description: IT organizations need to transition their service designs into operations.  Service
Transition processes are important to provide companies with information to ensure that their
service design solutions will achieve their expectations.  This course will help learners understand
Service Transition processes.
Target Audience=For information technology managers and support personnel who seek to improve
and streamline the processes used to support the deployment of information technology within a
business organization, and indiums preparing for the ITIL V3 Foundation exam.
Duration=2.5 hours

The Customer's Voice
Description: Ralph Waldo Emerson once wrote, 'Make yourself necessary to somebody.'  In today's
competitive marketplace, it's important to make yourself and your company necessary to a lot of
'somebodys'.  Those somebodys are your customers.  This course provides the tools to learn all that
you can about your customers.  The focus is on recognizing and ultimately anticipating customer
expectations.  There are any number of ways to hear 'The Customer's Voice', but you have to know
how to listen.  Learn about the dynamics of client expectations, and the inconsistent, ever-changing
nature of today's customer.  How do customers judge our success?  You'll explore the five key
expectations dimensions, and you'll be able to assess your workplace in terms of meeting client
needs.  And you don't have to be James Bond to 'gather intelligence' on your customers.  By
completing this course, you'll be able to master methods of compiling customer data and input.  The
final step in 'hearing' your customer is creating compatibility.  Explore how to align your services with
each of your clients, and gain customers for life.
Target Audience=Front line personnel, team leaders, and customer service managers.
Duration=5.0 hours

The EXCEL Acronym: Instilling Service Excellence
Description: In advancing to new levels of customer service commitment, it's helpful to have an easy
way to remember additional concepts that can make you a service superstar.  Since the goal is
customer service excellence, this course uses the word E-X-C-E-L as an acronym for five important
behaviors that impact the service mindset.  It might surprise you, but seeking help and knowing
where to find it can improve your service abilities.  That's why E, for 'Enlist Help', is the first concept
in the EXCEL acronym.  X is for X-Ray questions, developing the skills to 'read' your customers by
asking the right questions in the right way.  It's a great relief to be able to say, 'Case Closed' when
there's a problem area with a customer.  But it takes planning and proactive thinking to stay ahead
of trouble-spots, and in the 'C' topic, this course gives you the steps to close off problematic
customer issues by anticipating them.  The next letter is 'E' for EMPOWER YOURSELF, one of the
most crucial concepts to being a great service provider.  This lesson establishes the steps to taking
ownership of your own personal service philosophy.  That brings us to the last letter, 'L', which
issues a challenge. In 'Learn to be Flexible', you must come up with a plan to increase your flexibility
one day at a time.  These guidelines will instill a customer service mentality, and instill a spirit of
commitment to service far beyond the workplace norm.
Target Audience=Front line staff, team leaders, supervisors.
Duration=5.0 hours

The Fundamentals of Exceptional Customer Service
Description: You've seen the ad campaigns that boast, 'Customer satisfaction guaranteed.'  But in
today's marketplace, satisfaction isn't enough.  This course is designed to take your goals beyond
merely satisfying the customer to creating customer loyalty.  The training takes aim at outdated
modes of thinking, and establishes the building blocks for a service mentality that increases
customer commitment, not to mention profits.  Learn how to develop service standards and track
their effectiveness.  Gain new insights and strategies from the corporate masters of customer
service.  Explore the value of building relationships with customers.  Most importantly, by the end of
the course you'll be able create your own customer-focused philosophy.
Target Audience=Front Line Staff, Managers, Team Leaders.
Duration=3.0 hours
TMG Learning Management System
Course Catalog

Customer Service