In the world of high-end customer service, there is no issue that a customer brings that is not addressed. Regardless of the problem was created by the agent or employee, they see it as their task to bring it to resolution. In this global economy, being nice does not often translate well. We all know that focusing on why being nice is not enough. The magic is Customer Respect.
Our Call Center Customer Service Training shatters the notion of a customer issue. Turning it from a problem into a possibility, from a fault to a moment to shine. It takes the idea of customer service and turns it on its head. Because it’s not about service it’s about resolution.
Call Center Customer Service Training is a 3-day face-to-face workshop, including an interactive discussion where participants will be called upon to shift the way they think about how to deal with customer issues.
The Problem
Managers unclear on the impact of their team’s actions on customers
Unmotivated employees pushing customer problems to other teams
Employees unable to see that EACH customer issue is an opportunity
Managers not seeing the long term effects of allowing employees to let customer issues linger without resolution
Lack of a clear set of critical behaviors for service
Our Solution
The key fundamentals of providing exceptional service
A proven methodology to turn every customer issue into an opportunity to shine
Shifting from dealing with customer problems to creating long term solutions
Moving from treating customers as merely “purchasers of service” to partners for the future
Call Center Customer Service Training
Course Outline
Service: what it is, how we deal with customers now
The Critical Behaviors of Service for your organization: what do they mean and how they will impact your organization/team/department, customer focus
Think about the customer
Define customer service for the future of your organization
Flexibility: in your role as professional, importance
Resolving customer issues
Initiative & Decision Making
Good decision making tactics to turn customer issues into opportunities
It’s Not My Fault, but It Is My Problem is available in the following delivery formats:
Conference Breakout Session
Lunch & Learn Program
Half-Day Training Workshop
Full Day Training Workshop
Webinar or Multi-Session Webinar
Virtual Instructor-Led
Customer Service Essentials Workshop
Session Length: 30-minute pre-session 2 to 4 (90) minutes sessions
By the time a consumer reaches a live customer service rep, their patience has often been tested. Between longer wait times because of COVID or the requirement to talk to a computer before gaining access to a live customer service rep, consumers often greet customer service reps with a less than delightful attitude. In this session, we’ll focus on the customer service skills that you need to succeed in this ever-evolving consumer environment.
TrainSMART’s instructor-led training workshops are only offered on-site at your location. We do not offer this workshop in a public seminar format. Please contact us at 800-807-8030 ext. 1 or fill out the form below to discuss bringing this workshop to your company today.
What States Do You Offer On-Site Training?
Alabama
Alaska
Arizona
Arkansas
California
Colorado
Connecticut
Delaware
Florida
Georgia
Hawaii
Idaho
Illinois
Indiana
Iowa
Kansas
Kentucky
Louisiana
Maine
Maryland
Massachusetts
Michigan
Minnesota
Mississippi
Missouri
Montana
Nebraska
Nevada
New Hampshire
New Jersey
New Mexico
New York
North Carolina
North Dakota
Ohio
Oklahoma
Oregon
Pennsylvania
Rhode Island
South Carolina
South Dakota
Tennessee
Texas
Utah
Vermont
Virginia
Washington
West Virginia
Wisconsin
Wyoming
Need On-Site Training?
Ready to discuss your customer service training needs? Schedule a 30-minute call, so we can learn more about each other and determine if we are a good fit. This is a no-obligation consultation. We look forward to hearing from you. Call us at 800-807-8030 ext. 1 or fill out the form below.
Our course catalog offers you an easy way to link your organization's needs and goals to TrainSMART performance solutions workshops. All of our workshops are tailored, flexible, interactive and engaging. We use the outlines in this catalog as a starting point to identify the topics and delivery methods that will create the most successful outcomes. Our delivery methods for these workshops include instructor-led classroom, ILT webinars, virtual learning, eLearning, and structured on-the-job training.
