The goal of CSS is
to create customer service training that will provide staff with the skills and knowledge
to be responsive and effective in addressing customer needs, help staff understand the
impact of those interactions and relationships to organizational success, and equip staff
with the ability to effectively address customer issues and complaints.
Through CSS' highly customized Service
Excellence Training Program, participants receive:
An overall
understanding of the keys to customer satisfaction.
Data that shows the
impact of customer satisfaction on an organization and information on why learning solid
service techniques is important to the individual.
Interaction
techniques that promote handling a call or customer contact right the first time,
utilizing CSS' 5-step technique. The technique focuses on engaging
with energy upfront, conveying patience, confirming the customer's satisfaction,
anticipating additional needs, and closing strong.
A detailed list of
key phrases to adopt and others to avoid, based on a customer's communication preferences.
Techniques to use
to diffuse the upset/complaining/angry customer and move toward issue resolution.
The successful implementation of the principles, tools, and
techniques should result in:
More consistently
high levels of service across the organization.
Higher levels of
perceived responsiveness on the part of customers.
Improved customer
satisfaction.
Improved reputation
for providing excellent service in a customer-friendly manner.
Reduced customer
complaints and conflicts.
Improved employee
satisfaction, customer service competency, and attitude.
Training that can
effectively be reinforced in the future so that the improved performance can be sustained.
Staff will be more comfortable and confident in interacting with
customers and better positioned to improve rapport and relationships as well.
|
|
