New Blended Instructor-led and Web-based Training Solution

New Blended Instructor-led and Web-based Training Solution Helps Ensure Exceptional Care and Value-added Service For Call Center Agents

Seattle, WA - September 13, 2004 - Richardson, a leading sales and service training and consulting firm, today announced at the Annual Call Center Exposition (ACCE) in Seattle, WA, the addition of Exceptional Customer Care: Sales through Service™ to its extensive service training curriculum.

Sales through Service is a new one-half to one-day training solution that blends Instructor-led (ILT) and Web-based Training to provide Customer Service Representatives with the skills, knowledge, and confidence to recognize cues and proactively initiate opportunities for cross sales and/or making qualified referrals.

Quickly customized to each client's strategies, objectives, markets, and products, Richardson's Sales through Service training solution is supported by Richardson's award winning and highly interactive four-star rated Web-based training, Richardson QuickSkills™. These Web-based modules can be used as pre- and post-work to reinforce the learning or as stand-alone training integrated with Richardson QuickGuides™ to ensure management buy-in and support.

Sales through Service leverages 25 years of work with service leaders from Call Centers in a variety of industries including retail, financial services, and technology. This program offers Customer Service Representatives a single framework that takes them from a service dialogue to a value added dialogue so they not only create a positive customer experience, but they meet a broader range of customer needs.

The comprehensive framework maps each phase of the customer interaction in a Service Center to help Representatives maximize every aspect of a call. From opening the call and solving the initial request, to identifying cross-selling opportunities and effectively closing, the Sales through Service program helps participants learn the different ways to meet Customer's needs, deliver unexpected value, proactively cross-sell, and strengthen customer relationships.

"Most organizations do not leverage the full capabilities of their current customer care representatives," says Linda Richardson, President and CEO of Richardson. "The Sales through Service training program, whether in the classroom or on the Web, provides a total solution so that companies can maximize each contact and provide total solutions to their customers."

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