Customer Service Solutions

In today’s highly competitive environment, the service your employees provide to your customers and their level of satisfaction affects your bottom line profits. Supervisor escalations, returned products, customer complaint letters and employee job stress take time, energy and money away from your core business. Successful businesses review every point of contact that employees have with their customers and ensure that the employees are exceeding customer expectations.

To exceed expectations, employees often need help in developing skills and understanding the techniques that will help them understand customers’ needs and service the customer even in challenging situations.

Customer Service Standards

Customer Service Standards are the foundation for developing loyal or satisfied customers. Before designing your customer service training programs, we consult with you to understand the standards you have in place for the positions you want to train. If you have not set customer service standards, we will work with you to develop the standards and ensure that all employees understand what is expected and the value in providing service according to the standards.

Customer Service Training Programs

Our customized customer service training programs help businesses achieve the following goals:

Develop customer satisfaction and loyalty
Improve customer service satisfaction scores
Increase customer retention
Increase first point of contact resolution
Enhance employee job satisfaction
Reduce employee turnover due to stress

We design our customer service training programs using proven communication skills and techniques and we customize the training program using your products, your process and your customers. The programs are highly interactive and focused on skill development. Your employees will practice enhancing their skills using case studies and exercises that make them feel as if they are having actual interactions with your customers.

Sample Customer Service Training Modules

Exceeding Customer
Service Expectations
Developing a Loyal
Customer base
Managing Call Times
Call Center Customer
Service Skills
Open Communication Skills
Managing a Challenging Dialogue
Asking Effective Problem Solving Questions

Handling Irate Customers
Delivering Difficult Messages
Understanding Different Personality Types
Professional Phone Skills
Professional Email and Voicemail Techniques
Stress Management Techniques
Service Oriented Collections Practices

We have trained employees on how to improve their customer service and communication skills in the following business and industries:

Tourist Attractions
and Tourist Service
Branch Banking
Banking Call Centers
Health Plan Call Center
School District
University Personnel

Manufacturing
Retail
Shipping and Transportation
Building Security
Car Insurance Services
Summer Adventure Camp

Customer Service Training - Coaching and Reinforcement

Coaching is a critical component to ensure that after the training, you can reinforce what your employees learned. We provide training for your customer service managers to help them:

Observe and document performance
Prepare for and effectively conduct coaching discussions
Give feedback to help employees improve performance