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.