You've sent everyone through customer service training.   Now what?

If you're like most organizations, you hope for the best.   Staff learned something that they retained, and they don't stick the training binder on their bookshelf under that 1993 policy manual.

But you conducted that training for a reason; you wanted it to positively impact employee knowledge, skills, and attitudes.  You wanted a better customer experience.   You wanted higher customer satisfaction, retention, and sales.

So how do you ensure that those tips, tools, techniques, philosophies, and principles continue to get reinforced year-round?  We have created the CSS Training Reinforcement Program.  It's an ongoing program, starting with a 12-month plan that takes content from your training and reinforces it with staff.

What are the Benefits?
This Program keeps service top-of-mind while also improving service skills:

• Staff get a monthly refresher on some aspect of the training.
  

• Supervisors are put in a position of being a customer service leader and facilitator.

• Customer service and satisfaction improve.

• Customer issues are discussed more openly, and common issues are identified and investigated for root causes.

• Staff will be more comfortable and confident in interacting with customers and better positioned to improve the rapport and relationships with customers.

How Does It Work?
CSS customizes a Training Reinforcement Program to ensure that skills learned in training are reinforced throughout the year.  CSS sends a short reinforcement exercise to supervisors monthly to share with staff at department/division meetings.  These exercises could include such items as:

• Expansions of key points in training (e.g., how to take control of an irate customer situation)

• Stories/illustrations of service situations for staff to evaluate

• Skills tests for supervisors to apply to staff to ensure their knowledge

• Role-playing examples to reinforce techniques

• Best Practice sharing facilitation guidelines for supervisors to use in getting staff to share their issues and success stories with each other.

CSS creates the modules monthly with step-by-step instructions for supervisors.   Supervisors simply walk through the steps with staff.

Want More Information?
Simply send us an e-mail by clicking the following link with your question, issue, or need, and we'll reply back no later than the next business day:

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