Superior Service Agenda
This is an example agenda. Every client’s final agenda is different due to customization. Each module includes loads of role-play practice so agents become proficient in the new skills.
Day One
- Module One-The Role of Customer Service: This module introduces the entire Superior Service skill set. The module briefs participants in the new Proactive Service approach and shows them how this strategy makes Single-Call Resolution and Great Customer Contacts easier.
- Module Two-Building Immediate Rapport: Having a strong rapport with clients improves service levels and helps to increase retention. This module illustrates the importance of rapport and offers extensive strategies and techniques for building rapport quickly on every call. The module also introduces great ways to greet callers.
- Module Three-Single Call Resolution: Great servicing begins by fixing problems correctly on the first call. Participants learn how to identify caller issues and solve them the right way. Participants employ the LEAD process for handling most customer requests quickly and easily. The module also covers the value of taking Ownership and being Self-Reliant.
- Module Four-Effective Holds and Transfers: If a caller doesn’t understand why she was just placed on hold, she will not wait patiently. The same is true for transfers. In this module participants learn excellent techniques for both skills.
Day Two
- Module Five-The Real Keys to Effective Listening: Most courses have a Listening module, but few really change the way associates listen. In this module, participants first learn the causes of poor listening and then learn proven methods for effectively listening on each customer contact. Participants greatly increase their listening proficiency by role-playing the Effective Listening Process.
- Module Six-Turning Irate Callers into Loyal Customers: Some callers are undoubtedly going to be hostile, and CSRs may even (unintentionally) contribute to their anger. Participants learn to manage and distill the caller’s hostility so that he/she can calm down and let the associate fix the problem.
- Module Seven-Retention/Saving Disconnect Requests: Telephone associates can employ the skills from this module to keep callers from canceling – critical in this difficult economy. Participants learn the most common reasons why customers cancel as well as proven techniques to get to the root of their concerns quickly. Participants learn and role-play the four-step Retention Process.
Additional Modules Available (No additional fees)
- Transitioning From Service To Sales: Ideal for customer service centers, this module trains struggling agents on how to move from a pure service discussion to a service-to-sales dialogue. Participants learn the key places on a call where Discovery questions and product Presentations should take place, as well as simple and effective techniques for Closing.
- Positive Attitudes/Positive Communication: The rewards of being positive are enormous. This module shows participants how to stay “up” and prevent negativity from creeping into their workspace. Participants learn excellent strategies for staying motivated and proven methods of leaving a positive memory for the caller. The module covers ways to sound great, even when agents are tired or have just ended a difficult call.
- Breakdowns/Fixes in the Single-Call Resolution Process: This is a unique module which illustrates Major Service Breakdowns that cause clients to call back in more than once (e.g. client worries that a delivery time is not going to be met due to poor call wrap by CSR). Participants receive great tips for making sure these Breakdowns do not occur in the future, making Single-Call Resolution truly possible.
- Building and Maintaining Customer Loyalty: Companies invest millions of dollars in Loyalty programs. This module helps senior management teams convey the importance of Loyalty at every level. Participants learn how important their role is and what they can do on each call to keep customers loyal to your organization.
