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Delighting Customers for Call Centers
Create a Culture of Exceptional Service by Phone and Email
 Program Benefits
Delighting Customers for Call Centers, from Customer Focus, Inc., develops highly skilled, customer-focused Call Center and Help Desk agents who retain customers and increase sales and profitability through "delightful" customer experiences. Delighting Customers for Call Centers is designed for all employees who communicate with external and internal customers, inbound or outbound, via the telephone, online chat, and email. The program delivers a consistent competitive advantage by building a commitment to delighting customers, improving teamwork and cross-functional cooperation, and increasing cross-sells to new and existing customers. The program is offered in a variety of flexible formats.
Key Results
Customer service excellence drives repeat and new business. Lasting loyalty is earned by individual employees, whom customers trust to act as their advocates and view as being committed to their needs and feelings. Key results from Delighting Customers for Call Centers include:
- Increased customer satisfaction
- Improved employee competence, improved morale, and reduced turnover
- Increased up-selling and cross-selling
- Improved teamwork and interdepartmental cooperation
Critical Applications
Participants in the program immediately apply the learning from the program to:
- Handle routine customer calls and emails with responses designed to improve customer satisfaction and build sales
- Respond to upset customers and "problem calls" more effectively
- Identify areas of friction between departments and take active steps to reduce or eliminate them
- Improve intra- and inter-team communication
- Commit to delighting all customers
- Reduce lost customers, and increase customer self-sufficiency
Learning Outcomes
Participants acquire and repetitively practice how to:
- Greet, build rapport, uncover needs, listen, clarify, explain, and delight customers
- Handle upset customers and complaints, negotiations, and challenging situations in various environments – outbound and inbound, phone and e-mail
- Avoid misunderstandings, manage expectations, and take responsibility
- Work in teams and build internal cooperation and communication
Program Description
Delighting Customers for Call Centers iis expertly designed using video-based behavioral modeling and accelerated training methods. Detailed trainer step-by-step instructions and materials make it easy for trainers to deliver successful sessions. Participants engage in fast-paced team activities, simulations, quick skill drills, line and walk-around practice, competitions, role-plays, and respond-in-role interactive video that make learning fast, effective, exciting, and fun.
Delighting Customers for Call Centers adds exciting new material to the generic Delighting Customers program, which helps participants learn how to:
- Reduce call times while increasing resolution and satisfaction levels
- Boost first-call resolution rates above industry norms
- Maintain professional standards for all call management processes, including greeting, concluding holds, transfers, and escalations
- Prevent and save At-Risk Customers (ARCs)
- Delight customers by providing GEMs to Go the Extra Mile
- Prevent customer dissatisfaction and complaints before they occur
- Negotiate solutions with customers and fellow employees so everyone is "delighted"
- Effectively manage and respond to customer email (optional module)
Participants receive a kit filled with a workbook and learning and job aids, including a Participant Tool kit with dozens of telephone techniques, team building activities, personal assessments and improvements, selling techniques, and tips on handling challenging customers. Participants use the PILOT (Phone Interaction Listening and Observation Tool) during and after the workshop to either self-monitor or jointly-monitor their calls with a coach.
An optional Manager Tool kit provides tools to hire and coach customer experience owners, measure customer needs and satisfaction, build teams, re-engineer work processes, build internal customer focus, and conduct 20-minute team reinforcement sessions. The kit also contains program measurement tools that include a Behavior Observation Form, Internal Service Measures, Customer Feedback Forms, and Estimates of Revenue Impacts. Additional measurement tools include a Mastery Test and Participant Feedback.
Also included are materials for an optional GEM (Go the Extra Mile) Employee Recognition program that empowers participants to recognize other employees who go the extra mile. The result is enhanced employee motivation and empowerment, cooperation and teamwork, and internal customer focus.
Implementation/Customization
Delighting Customers for Call Centers can be delivered in one day. However, lengthening the program to one and one-half or two days—by including the optional activities provided and by lengthening discussions and practice time—will enhance and reinforce participants' skill development. Optional Create-Your-Own Practice Sessions are included for self-customization. The workshop can be delivered in 1-2 full days, 2-4 half-days, 4-8 two-hour sessions, or 8-16 one-hour sessions. The optional email module requires one additional hour. Managers should attend with employees and receive a Manager Kit.
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Learn how BMW Financial Services used this program to sustain the company’s premier reputation by increasing salespeople’s ability to provide world-class service. |
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