|
|
|
Provides initial training for Customer Service Representatives that instill the
skills needed for high quality customer service communication.
Issues
On the phone, Customer Service Representatives (CSRs) influence customers more
by their conduct and communication style than with the actual solutions they
provide.
Audience
All Employees involved with servicing customers by phone.
Opportunities
- Improve customer satisfaction and retention
- Improve the Customer Service Representative’s ability to deliver quality
service each and every time
- Dramatically improve the weak performer’s ability to handle tough customers
- Create add-on sales opportunities
The Sales Optimizer Solution
Winning Customer Service by Phone directly focuses on increasing
the quality experience customers receive in order to improve customer retention
and secure added sales. The Winning Customer Service by Phone program is
delivered during live, one-on-one training sessions that are taught over the
telephone. The principles, strategies and skills of telephone customer service
are reinforced with repetition, practice and review over a period of seven
weeks. Together, the program’s seven, 15- to 30-minute sessions provide a
comprehensive skill set that becomes habit through weekly practice with our
professionals over the telephone. Your employees actually learn at their
workstations with minimal interruption to their day and your business.
What CSRs Learn
- How customers pay our salaries
- Job satisfaction starts with self-improvement
- The 7 critical components of voice that lead the customer relationship
- How to handle call waiting queues and multiple rings
- The magic customer service words
- How to keep customers from getting to us
- How to make every customer feel important
- Improved listening skills
- The power of words and the pictures they create
- How to handle the hard to understand customer
- How to handle the I only want to talk to your boss customer
- How to manage the demanding customer
- Improved customer hold and transfer etiquette.
Management Reporting
To better serve the management team, the following feedback reports are
provided:
- Verbal evaluation delivered telephonically every two weeks to provide
management with updates as to how their employees are progressing in the
Program.
- Written evaluation reports on individual enrollees at the end of 30 days and
then again at the end of the Program.
Summary
Winning Customer Service by Phone is a program whose time has come. The
distance learning delivery system allows each individual to take more
responsibility for their performance and moves the company one step closer to
improving revenue and gross profits through improved customer-share business.
|
|
