Onsite Programs - Customer Service, Satisfaction, and Loyalty
360 Degree Customer Service Focus- Building a Customer Retention Culture

Description:
The traditional find-fix, transaction based technical support model is no longer effective. Most technical support organizations are moving towards a more proactive role in business revenue generation. This requires helping technical support people to build more collaborative partnerships and understand their customer's business needs in order to surface other revenue opportunities.

While increasing customer satisfaction and retention is obvious, helping teams to accomplish this culture change often requires considerable support and services. This is a customized, consultative solutions approach to maximizing customer retention, designed to help build a high-touch, high tech culture within Technical Support environments.

The approach includes the following services:

• Strategy: verbalizing and communicating the customer support vision, values, and message
  
• Management: working with managers to raise commitment and improve leadership skills
  
• Recruitment: defining job requirements and building skills for the recruitment of quality candidates
  
• Training: developing a customized training intervention that is linked to and reinforces business goals and direction
  
• Process Assessment: assessment of support center effectiveness and development of strategies for raising customer satisfaction levels
  
• Continuous Improvement: follow up assessments providing on-going solutions for customer service enhancement

Target Audience:
Organizations that wish to build a customer retention culture.

To speak with an LSA Expert and learn about training program customization and delivery options onsite at your company, please contact us.