Customer Service Consulting
This is a customized training workshop, specific to your
business's needs. A series of recorded mystery shopper calls and
other assessments are conducted to determine how The
VOICE Customer Service Training can best serve your
organization. Delivered in a manner to encourage participation,
attendees receive the most benefit.
Through a comprehensive training outline and 1/2 day
participative training, your staff will come away with a renewed
commitment to serving the customer.
How the program works:
Step 1: Phone
consultation with management.
Step 2: Assessments are
conducted in the form of recorded mystery shopper calls to various
department and/or employees. Self evaluation forms are also
provided to give to your employees in which they can annonymously
assess their own skills and ask for the training they think they
need. In some cases our clients ask us to perform customer
service surveys (phone and/or online). The results we acquire
in this step help customize the curriculum for the customer service
training.
Step 3: After reviewing
the assessment results with management, we decide on the best
course of action for the customer service training.
Step 4: A customized
customer service training program is developed including outlines,
workbooks, role playing exercises, PowerPoint presentation,
instructor notes and CD. It is delivered in a participative
format to engage attendees.
Customer service training workshops can also be provided to
groups of individuals from various businesses and customized to
time constraints. Contact us for a custom estimate.
Recorded secret mystery shopper calls are a great place to start
improving customer service. Mystery shopper calls to designated
departments or employees provide a baseline of current customer
service skills. These results reveal training needs as well as a
means to recognize employees who provide over-the-top customer
service. Mystery shopper calls can be done throughout the year to
assess ongoing training needs. Quantity discount and discounts to businesses
having received either the in-person workshop or web-based training
are available.
By providing example phone scripts that are prepared
for certain difficult to handle situations, employees can get
through these calls with ease and professionalism. Phone scripts
also deliver a consistent message to the customer regarding
specific needs. Through working with the appropriate management
staff, we develop phone scripts to fit any business. Quantity discounts are
available.
Phone Tree Consulting
As your customer service consultants, we also provide phone tree
consulting. Our process includes evaluating the current phone
tree message, prioritization of the various types of calls based on
available data, and providing a phone tree flowchart and
scripts.
