 |
Getting to the Heart of Customer Service™
Increase customer satisfaction and loyalty
 Program Benefits
Getting to the Heart of Customer Service™, from Impact Learning Systems, teaches your employees to interact positively with customers—both internal and external. Focusing on attitude as well as skills, representatives learn how to increase customer satisfaction and inspire customer loyalty. By using the skills taught in this program, service reps will reduce their service time and increase first-time resolution, providing your organization with significant cost savings.
After Getting to the Heart of Customer Service, participants immediately apply what they learn in order to:
- deliver world-class service
- better understand customer needs
- build rapport with customers
- maintain better control of each customer interaction
- reduce customer call lengths and call backs
- turn around dissatisfied customers
- build long-term customer relationships
- be more motivated and excited about their jobs
Critical Applications
Getting to the Heart of Customer Service is the perfect course when your organization needs to:
- increase customer satisfaction scores
- retain customers and improve customer loyalty
- decrease call length or service time
- increase first-time resolution
- develop a standard level of service for a department or your entire company
- improve communication between departments so they work together for the good of both the customer and the company
- inspire and motivate service representatives
Program Description
During the program, participants learn the 15 characteristics of a world-class customer service representative, including how to:
- build rapport
- use the question-listen-confirm cycle for call efficiency
- use positive language
- confirm customer satisfaction
- uncover additional opportunities for service or sales
- prevent challenges from escalating
- deal with upset customers
- close the call
- bounce back from stressful calls
More than just a training event, Getting to the Heart of Customer Service makes sure the following questions are answered:
I. Do they know it?
Participants learn via engaging workbook or online assignments, mini-lectures, and lively group discussion. Learning is assessed through quizzes and trainer observation.
II. Can they do it?
Learning what it takes to be a world-class customer service rep isn’t enough; service reps need to practice each step of the way. After each assignment, participants practice a generic example in a written, audio, or group exercise so they can focus on the skill rather than the product/service they represent. Participants then practice the same skill with their own product or service in a simulated job environment. This means they can immediately apply the skill back on the job so that your training investment pays off.
III. Will they do it?
Getting to the Heart of Customer Service includes action plans and a month of on-the-job exercises that allow participants to focus on one skill each day back on the job. An Optional Coach’s Toolkit provides additional activities that front-line supervisors can use during team meetings and learning lunches to keep new skills alive.
Implementation/Customization
The program is available in an instructor-led or online learning format, or a blend of the two. Its 8-16 hours may be delivered all at once, or easily broken into small learning units to fit training time available. An ideal class size is between 6 and 18 participants. The online learning component includes an online Progress Management Center that tracks the progress of each student. Although participants spend at least one-third of the program working on specific examples from their own jobs, further customization is available in the form of exercises, case studies, role plays, and job aids. A companion program, Making It Happen™, teaches front-line supervisors/coaches the leadership skills necessary to inspire outstanding performance.
|
|
>Printable PDF
|
