Customer Service Training

How to take customer communication and relationships to a new level

• Do your service and support professionals fail to recommend solutions that bring optimal results for your customers and increased revenue for your organization?
• Do you have unacceptably high customer turnover?
• Are inconsistent customer communications resulting in angry or dissatisfied customers?
• Do customers frequently demand free upgrades, add-ons, and out of contract services?
• Are you missing revenue opportunities from additional services?
• Do you have too many service escalations and call backs due to poor initial diagnosis?

If your answer to any of the above questions is “yes,” then our proven Customer Service Training is designed for you.

Description:
If exemplary customer service is to become a key differentiator for your organization, it can be achieved only through supporting your service professionals as they work more closely with customers to assure the highest level of results from your products or services. Customer Service Training provides a solid foundation of skills, strategies, and tools to inspire service professionals to take communication, service, and value to a higher level. The program presents a comprehensive and proven framework for interfacing with customers in a field service or call center service environment in order to enhance your organization’s level of service. The highly interactive workshop helps service professionals meet customer needs and solve customer problems as they learn how to manage customer expectations. The ultimate goal is to maximize revenue, margin, and customer satisfaction.

The interactive design includes structured group discussions, real-world skill applications, role plays, video-based instruction, best practice modeling, self-paced readings, and audio reinforcement.

Outcomes and Benefits:
As a result of effectively implementing the Customer Service Training, customer service and customer support teams typically achieve:

• Increased customer satisfaction, loyalty, and retention
• Increased profitability due to decreased service expenses
• Increased number of revenue opportunities identified
• Measurably improved first-time fix ratios
• Fewer service escalations
• Stronger customer relationships
• Enhanced perception of the value delivered
• Optimal results for customer from product/service solutions 

To facilitate the Transfer of Training™, Customer Service Training is supported by a full set of customer service tools, job aids, a structured 10-week personal implementation plan, customer service mastery sessions, and a systemic coaching program.

Target Audience:
Customer-facing service professionals whom you rely upon to maintain and improve healthy customer business relationships.

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