Customer Service Training


It’s said that it costs more to acquire new customers than it does to keep existing ones. If that’s true, then keeping customers can provide more value than bringing in new ones. (Shhh, don’t tell the sales group.) Our programs equip and empower service reps to give your organization the full impact of excellent customer service. Here’s how…

Today’s customer is far more demanding. We teach the kinds of skills service reps need to exceed expectations and retain as many good customers as possible.

Your customers’ perception of service is not likely to be attached to just one representative. The entire service group has to be at the top of its game. That’s why our programs don’t just teach people to provide great service, but also how to partner effectively with co-workers and managers.

Role play and other exercises are conducted so they provide a high amount of extremely realistic practice. Class size is small enough to ensure each person is engaged and learning what they need to learn.

We treat service reps with the respect they deserve, including teaching them to ‘own’ the nuances of how they apply the models and skills. Trainers do this, in part, by clarifying each person’s strengths throughout the program. These aspects of our approach help generate greater confidence and motivation to excel.

In many programs, participants also learn how to coach each other. This promotes stronger teamwork, tends to develop skills exponentially, and reduces some of the burden on managers.

“Thank you for the spectacular class you developed and delivered for our call center. Appreciate your insight, wisdom, input and teamwork.”
Kay Armstrong, Direct Banking Manager, Tri Counties Bank