Description:

As you are already aware, in today’s marketplace customer’s demand service that is quick and solution focused. A great attitude, effective decision making and problem solving skills and the ability to relate and build rapport with a customer is ESSENTIAL to maintain a competitive edge.

More and more companies are asking their customer service representatives to not just ‘think quickly on their feet’, but to think creatively and act accordingly in a solution minded manner. All while maintaining a respectful rapport with the customer.

Many times CS representatives are asked to ‘defuse’ irate customers and re-establish the rapport.

Unfortunately, VERY FEW people have the necessary skills to really do all of these things with each and every customer.

Until now.

Participants learn about the importance of a customer-focused attitude, representing the corporate mission, building rapport, and using positive language.

Our training covers the critical skills of questioning, listening, and confirming in order to determine customer needs and increase call efficiency. We teach the essential skills for showing value, confirming satisfaction, uncovering additional service opportunities, and closing the call.

Participants learn needed skills for handling challenging calls, preventing them from escalating, and bouncing back after stressful calls.

The benefits to implementing a Customerology training program are many. Here are a few:

• Skills can be measured and consequently reps can be coached to improve their skills.