Customers today demand world-class service. They’ll reward companies that provide it by remaining loyal, and they’ll take their business elsewhere if service is mediocre. Your customer service representatives are the face and voice of your company. Businesses today realize the value these front-line employees bring. Those that invest in their employees' success see the quick return on investment that customer service training provides.
Customer Serivce Training Representatives
If you want your customer service representatives to provide a world-class experience, then this is the answer you’ve been looking for. This customer service training program teaches your employees all the skills they need to communicate positively and professionally with customers — both internal and external. Students of the course leave the training feeling upbeat, motivated, and ready to deliver the level of world-class service customers expect today!
The results you’ll see from this customer service training program include:
Improved customer satisfaction scores
Reduced escalations
Increased call resolution rates
A common service language
Improved staff morale and reduced turnover
Reduced costs
These customer service training program is perfect for anyone who provides service to internal or external customers including representatives in:
Customer service departments
Inside sales and order desks
Credit and collections
2. CBL Global provides customer service training and coaching to a wide
range of business types and industries. Our services can be completely
customized for your company's individual needs. If you are looking to
improve customer service within your company, we can help
Business Categories Served
• Service Providers
• Professional Services
• Distributors/Resellers
• Manufacturers
• Sales Organizations
• Restaurants
• Retail Establishments
• Call Centers
• Hospitals
Industries Served
• Insurance Agency
• Bank
• Spa
• Restaurant
• Telecommunications
• Medical Practices
3. IssuesYou May Be Facing
• Unable to differentiate yourself from competitors
• Worried you are losing customers to the competition
• Upset you are getting complaints from their customers about the
service you are receiving
• Frustrated that your employees are just order takers and may be
leaving money on the table
• Not maximizing the revenue you are generating from your current
customer base
• Insufficient referrals from your customers
• Concerned about the high turnover of customer service
employees
4. Improve Customer Service
• To attract, win and retain customers, often the only
thing that sets you apart from your competition is the
service that you provide.
Create a culture of customer service by eliminating
policies that impede service. Hire employees with a
good attitude that are friendly, enthusiastic and
outgoing. Exceed customer expectations. Go above
and beyond. Satisfaction isn’t enough. Empower
employees. Provide customer service training.
5. Increase Customer Retention
• Studies show that it costs 6x more to attract a new
customer than it does to retain an existing customer.
Companies can boost profits from 25% to 125% by
retaining 5% more existing customers.The average
company loses 10% of its’ customers each year. A 2%
increase in customer retention has the same effect on
profit as cutting costs by 10%. Do you need any more
reasons why customer retention is so important?
6. Maximize Revenue
• Increase sales and your bottom line through greater
customer engagement. Increase customer referrals
through word-of-mouth recommendations.
Customers contact you because they need your help.
When you delight your customers, they are more than
happy to give you glowing recommendations. Ask your
customers for referrals.They’ll be happy to share you
with their friends and family.
7. Workshop
How To “Book The Business”
▫ This workshop is designed for service
companies. It will cover how to:
Build rapport with callers
Uncover clues
Make powerful recommendations
Overcome objections
Book the Business!
8. Workshop
SHOP* Local
Service-Hospitality-Ownership-Pride
▫ This workshop is designed for Chambers of
Commerce, their members and their employees.
▫ It will help you:
Identify what customers want and expect
Differentiate your business from your competitors
Transform your employees into “owners”
Turn your customers into raving fans
Keep customers shopping Local
9. Workshop
Retaining Customers In A Down
Economy
• This workshop is designed for businesses that
are struggling to keep their customers. It will
help you:
Improve the customer service experience
Make it all about the customer
Appreciate your customer
Keep your customers
10. Workshop
Improving the Patient Experience
▫ This program is designed for medical front desk
staff. It will cover:
Patient Service:What It Is and What It Isn’t
What Do Patients Want?
It’s All About The Experience
What is Exceptional Patient Service?
Patient Satisfaction vs. Patient Loyalty
Professional Telephone Etiquette
Handling Difficult Patients
Empowering Employees
11. Training Programs
Customer Service Basics
• This course provides the fundamentals of
customer service. This course is intended to give
participants the skills they need to properly
interact and communicate with the customer. It is
appropriate for new employees and can serve as a
refresher course for seasoned veterans.
The course will address:
Defining the customer experience
What customers want
Professional phone etiquette
Building rapport
Handling irate customers
12. Training Programs
Customer Service: Exceeding
Expectations
• This course provides the skills needed to WOW your customers
and turn them into raving fans. Participants who attend this course
will create an environment that puts customers first and engages
them to create positive word of mouth advertising for your
organization.
The course will cover:
Personalizing the customer interaction
Taking ownership
Manage complaints more effectively
Creating lasting relationships with customers
Improving customer retention
13. Training Programs
Internal Customer Service
• This course will help improve service within
your organization, increase productivity, and as
a result, offer your customers better service.
The course will help your employees:
Learn how what they do affects other departments in your
organization
Create interdepartmental service strategies that help rather
than hinder
Creating lasting relationships with customers
Eliminate "turf wars" among departments
14. Training Programs
Telephone Etiquette
• This course provides your employees with the
skills they need to professionally handle
telephone conversations with your customers
and prospective customers.
The topics covered include:
Inviting greetings
Active listening
Responding appropriately
Effective transfer and hold procedures
Gathering information
Closing conversations
15. Training Programs
Coaching for Excellence
• This program is the best way to maximize your training
dollars after the employee training program has ended. It is
an important component of the training plan and provides a
high return on your training investment.When your
managers and supervisors attend this course, they will have
the skills they need to reinforce the behaviors and
techniques their employees have learned in the training.
The course will provide your managers and supervisors will
the skills they need to:
Observe and document employee performance
Prepare for the coaching session
Facilitate powerful coaching conversations
Gain employee commitment
Create developmental action plans
Change behavior and improve results
16. Training Topics
• Customer Service:What It Is and
What It Isn't
▫ What Do Customers Want?
▫ What is Exceptional Customer
Service
▫ Customer Satisfaction vs.
Customer Loyalty
▫ Empowering Employees to Say
Yes
▫ Turning Employees Into Owners
• Mastering the Telephone
▫ Professional Telephone Etiquette
▫ Screening Calls and Taking
Messages
▫ Hold and Transfer Procedures
▫ Closing Conversations
▫ Handling Calls from New
Customers
•
• I HearYou
▫ Building Trust and Rapport
▫ It “IS”What You Say, and How You Say It
▫ Listening
▫ Asking Questions
▫ Speaking the Customer's Language
•
• Getting toYes
▫ Making Powerful Recommendations
▫ You are the Expert
▫ Solving the Problem
▫ Overcoming Objections
▫ Closing the Sale
• Bringing It All Together
▫ Personalizing Customer Service
▫ Oops, I Made a Mistake!
▫ Taking Ownership
▫ Dealing with Difficult Customers
▫ Going Above and Beyond
17. Customer Service Audits
Telephone Audit
• An audit of your customer’s experience with your
organization on the telephone will provide you
with an overview of the current level of service
being provided as well as identify gaps in service.
A telephone audit can be conducted via several
methods:
By placing calls into your business posing as a
customer
By listening to recorded calls with actual customers
18. Customer Service Audits
Restaurant Audit
• We will send a mystery diner to your restaurant to
provide you with a report that details their dining
experience.
▫ It will include their feedback on the service, the food as
well as their overall impression of the restaurant.
▫
19. Customer Service Audits
Storefront Audit
• How does your customer see your company when they walk
through the door? We observe, evaluate and report on your
customer’s experience when they visit your store.
Our Storefront Report documents the observation of the
front-of-shop activities, including all points of contact with
the customer from finding a parking spot and walking
through the front door, to transacting the business and
leaving the building. Through observation, we identify and
document the experiences of your customers and provide a
report highlighting the good activities and recommending
solutions for improvement where appropriate.
20. Customer Service Audits
Mystery Shopping Services
• Our trained staff will visit your business and
provide you with a comprehensive report that
details their experience with your business.
Areas addressed in the report will include:
▫ The physical business premise
▫ The quality of your products, services or food
▫ The experience they were provided as customers
21. Customer Feedback Tools
Customer Satisfaction Surveys
▫ Customer satisfaction surveys are also a useful tool for gathering information
and testing whether your customer service is on target with customers’
expectations.Through discussion, we determine the size of the survey required,
timing and goals of the survey for your company.
Customer Focus Groups
▫ Unlike questionnaires and other forms of quantitative research, customer focus
groups provide useful insights into customers’ views and feelings about the
service experience.We will facilitate the session and gather information from
your customers to help understand the customer experience you are providing.
Customer Interviews
▫ Customer interviews are a common mechanism for gathering the voice of the
customer. Customer interviews are usually conducted one-on-one with an
individual customer or with a small number of people from the same business
or family unit.They provide an opportunity to get in-depth information from a
single customer.
22. ThankYou
If you have any questions or comments, or want to learn more
about the services we provide,
please mail us
Write to Us : info@cbl-global.com
Like us on Facebook:
https://www.facebook.com/CBLGlobalCareers4U
Follow us on LinkedIn
http://www.linkedin.com/company/c4u-plus-cbl-global
Talk to us on
Twitter: @c4upluscblg
We Chat Id: cblglobal
BBM: 74D398CB
What’s App: 91.9439728438