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Sales/Service
representatives are exposed to CSS’ CRD methodology in this
relationship-building process workshop, where staff develop touch plans
based on key data needs such as Client Retention Drivers.
The training also addresses how to effectively cross-sell and
up-sell customers once strong relationships have been developed.
Staff receive an
understanding of CSS’ Client Relationship Development model which
promotes STH retention and growth in a comprehensive and systematic way.
CSS uses a workshop format and incorporates Touchpoint planning
and methods of categorizing/prioritizing the account base. Content Includes:
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Review of
financial/business impact of customer service and service
recovery.
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Discussion of
primary drivers of fan satisfaction.
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Practices for
managing customer expectations.
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Review of key
phrases to avoid and adopt.
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Use of proven service interaction
techniques: Service excellence (response to inquiry), Service
recovery (complaint handling) techniques, Service selling
improvement techniques.
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Review and
definition of Client Retention Drivers.
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Review of CSS’
proprietary CRD methodology.
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Account
representative relationship-building process training, reinforcement
of expectations for and roles of representatives.
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