Customer Service Training Solutions

Certified Women’s Business Enterprise (WBE)

We Specialize in Developing Customized Customer Service Training For…

All Types of Call Centers – Large and Small                       Hospitality Staff                          Museum Staff                         Security Guards

Inside Sales and Service Representatives    Retail Associates    Branch Banking Representatives    Manufacturers and Distributors    Higher Education

If you want to maintain the competitive edge and differentiate your business from the competition by ensuring your employees provide exceptional service, let’s talk! The call is free and we can discuss your goals and how we can help your business in the following areas:

• Develop the service and communication skills of your team
• Develop customer satisfaction and customer 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

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 and developing loyal customers.

To exceed expectations and create loyal customers, employees often need help in developing customer service retention 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 customer service according to the standards.

Customer Service Training Programs

The TAYLOR team designs 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 Distributor

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

Contact us at (800) 610-8170 or solutions@taylorperformance.com for more information about how our team can help your team be exceptional!