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IN 16 YEARS OF TRAINING TEAMS
I’VE LEARNED WHAT WORKS

WHY RAPID HERO IS DIFFERENT

The Rapid Hero series of courses is designed to be what most customer service training courses are not: engaging, relevant, and effective.

In training tens of thousands of customer-facing professionals, we have learned that training must be designed for shortened attention spans and for a workforce that is accustomed to the speed and pacing of YouTube, Instagram, and TikTok.

Each course in our Rapid Hero series has approximately an hour of total video time and is divided into modules and short lessons, usually running between two to five minutes.

The videos use animation, which has been proven to keep learner attention and to aid in higher retention of information.

Most importantly, this is not your dusty old training from 2004. Rapid Hero uses the latest techniques in both adult learning and customer service to give learners the most up-to-date tools for both proactive and reactive customer service.

SOLVING THE TRAINING CHALLENGE

(LEADERS, PAY ATTENTION!)

We all know that training teams is more difficult than ever. In fact, we designed the Rapid Hero series to address the three biggest challenges leaders are faced with when training their teams.
1

ENGAGING LEARNERS

As mentioned above, adult learners are more difficult to reach and train than ever before. Our employees are overworked and overstressed, if not by their jobs then by life. The thought of sitting down for a training session seems, to many, like the last thing they should be doing.

The Rapid Hero Solution: As we know, being trained and competent in their roles is an essential part of helping employees feel less stressed and more in control. Rapid Hero combines all of the techniques mentioned above–short courses, short videos, and animation–with the why, helping learners understand the power of customer experience and the importance of improving their customer service skills.

2

FINDING ENOUGH TIME

So many teams are maxed out. Budget reductions, labor force challenges, and a lack of good candidates. In most industries, employees are being asked to do more with less. In some organizations, people are covering the jobs of two or three people. How do you find time for training in this environment?

The Rapid Hero Solution: We have you covered! Our short module-based training is designed to be experienced in small chunks. One course in the Rapid Hero series could easily be finished in one week just using 10-15 minute sessions each day. All three courses–a comprehensive training solution–could be done in three weeks using the same cadence. Sure, teams will need to invest more time in following up the materials, but this can also be done in a micro-learning format. (Leaders, read more about our team programs here.)

3

FITTING A TIGHT BUDGET

We live in uncertain times with constantly fluctuating economic conditions and inflation rates. Budgets are tight and often organizations cut training first, a focus on protecting the short term bottom line that almost always results in poor long term results. Many customer service trainings of a similar size and topic can run from $199 per person to $399 per person.

The Rapid Hero Solution: Each course in the Rapid Hero series is priced at USD $79. That’s it! We also offer bulk discounts for teams and for taking multiple courses in the series.( Leaders, click here to learn more.)

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Managers and Small Business Owners

Looking to train your team? Click here to learn more.

We wanted easy. We got it. We wanted quality content. We got it. Employee feedback was positive, even glowing. We’ve already dug deeper into the basic training in the online modules and have held sessions with deeper insight and discussion… We are adopting the language and it will become a part of our permanent terminology.

Debbie SzumyloManager, Customer Advocacy

THE RAPID HERO SERIES: ONLINE CUSTOMER SERVICE TRAINING

EMPLOYEE ONBOARDING I: SERVICE MINDSET

Adult learners can only learn how to do something once they know why they should. Service Mindset gives learners the big picture, so they have the right mindset for being excellent, customer-centric employees. Learners will…

  • Understand the business case for customer experience.
  • Learn about the huge impact emotion has on experience.
  • Recognize the dynamics of modern, multicultural customers.
  • Internalize how proactive service makes their jobs easier.
  • Learn to keep complaints in perspective and have more empathy.

EMPLOYEE ONBOARDING II: SERVICE FUNDAMENTALS

The right mindset is an essential beginning but those working on the front lines of customer service also need the tools to effectively manage normal to moderate intensity service situations. While a friendly nature might be natural to some, customer service is a learned skill. Learners will…

  • Review the basic tenets of customer service and professionalism.
  • Understand the power of negative language and what words and phrases to avoid.
  • Learn power words to use with customers and how to ask more effective questions.
  • Add the “magical” techniques of assuring accountability and buy-in for response time to their service toolbox.
  • Learn two power strategies for proactive, preventative customer service.

EMPLOYEE ONBOARDING III: DIFFICULT SITUATIONS

No one likes “dealing” with difficult customers or difficult customer service situations. More importantly, they rarely feel comfortable doing it. Difficult Situations gives learners the skills and confidence to manage these challenging situations. Learners will…

  • Familiarize themselves with the psychology of upset customers.
  • Understand their own emotional reactions and how to depersonalize interactions.
  • Learn how to use Adam Toporek’s 3S Customer Service Process in any situation.
  • Receive powerful techniques for managing irrational, angry customers.
  • Learn how to manage escalation, offensive language, and customer threats
COMING JULY 2024

MANAGERS, SMALL BUSINESS OWNERS, AND CUSTOMER EXPERIENCE LEADERS

BRING RAPID HERO TO YOUR TEAM!

Earlier we mentioned the three challenges most organizations face when trying to deliver customer service training to their employees.

  • Engaging Learners
  • Finding Enough Time
  • Fitting a Tight Budget
However, many organizations often have a fourth challenge.
4

SUBJECT MATTER EXPERTISE

While everyone knows basic customer service, customer experience and customer service is what we do. Our Culture Hero group training packages are designed to give your leaders and adult learning professionals the crucial tools they need for effective service training.

The Rapid Hero Solution: We offer a plug-and-play training system that you can customize to your team’s needs, getting the maximum benefit for the minimal time, both from your team and those who will be incharge of the program.

Here is some of the incredible value you receive with the Culture Hero group training package:

  • The Leader Guide – This guide gives you best practices and helpful tips for creating a training program using the Rapid Hero materials.

  • Training Exercise Guide – A wide-ranging set of training and facilitation exercises derived from Adam’s over 16 years working with frontline teams.

  • Course Facilitation Workbook – Individualized workbooks, specific to each course in the Rapid Hero series, that provides specific topics related to the course materials and suggested training activities to make the course materials relevant to your team, your organization, and your industry.
The above documents are the secret sauce, the roadmap, that helps you take a pre-designed training and make it personalized for your organization.

Sounds amazing! Doesn’t it?

Great! Let’s have a chat?

FREQUENTLY ASKED QUESTIONS (FAQ)

How can your prices be so low?

Our goal with the Rapid Hero series was to make it affordable for companies of all sizes. By creating a fixed virtual training paired with self-directed, plug-and-play guides, we are able to keep prices down and quality up.

We have a small team. Should we get Culture Hero with the training materials or just buy the retail course?

Culture Hero’s pricing varies greatly by the number of courses purchased and the number of learners. As a rule, if your budget is less than USD $7,000, you are better off just buying the retail.

Can we put the courses on our internal Learning Management System?

Absolutely! We use industry-leading course creation software that can export to standard e-learning formats such as SCORM and Tin Can.

Why animated videos? We are training adults.

We’re glad you asked! While variations in types of training, learners, and animation have made scientific conclusions difficult, the overwhelming direction of many studies is that animated learning can be more effective and engaging than other forms. Psychological research in unrelated domains would seem to support this as well.

Can I get a sample of the courses before committing?

Of course. Just contact us using the form or number to the right.

Interested in learning more about our customized customer service training?

Fill out the form or call 844.287.7378, and we will be in touch!

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844.287.7378

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