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

1. Customer Service
Development
Everything you need for
Customer Service

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
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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