CUSTOMER SERVICE TRAINING

The quality of customer service is crucial, vital, essential to any business. The marketing team is attracting customers, the sales team is managing the customers through the sales pipeline and the customer service team is either delivering on the promise or killing the company.

Customer service is performed at many locations/departments and by multiple individuals all of them leading to MOMENTS OF TRUTH.

Identifying all the touchpoints where your customers are interacting with your company is essential to ensuing the consistent delivery of your promise.

STEP ONE

Identify the touchpoints, the MOMENTS OF TRUTH and rate the experience as it stands today.

STEP TWO

Obtain the buy in from leadership of all departments that changes need to be made.

STEP THREE

Train to improve the experience.

At Partner Learning Solutions we train for:

Attitude and Enthusiasm. You don’t get a second chance to make a first impression.

Conflict Resolution. Some of the best possible ways to win a customer exist when there is conflict.

Interpersonal skills: we provide the tools needed to work effectively with different customer types.

Adaptability: No two customer interactions are the same, so you cannot deal with them the same way.

Initiative: Everyone has it, but is the environment conducive for them to use it?

Active Listening: Ultimately all customer service comes back to listening to the customer, finding out their needs and then creating solutions for them.