The 5 W`s of World Class Customer Service Training (Part II)

Released on: March 28, 2008, 4:31 am

Press Release Author: annaya rana

Industry: Management

Press Release Summary: We further suggest that each employee get a minimum of 24
hours per year of ongoing training, spread out over time for the most absorption. We
divide our trainings into two four hour sessions per day and deliver 6 days per
employee.

Press Release Body: Strategies for success for world class service should include:

Respond promptly
Handle requests through the customers choice of medium
Be brief and clear
Reduce back and forth communications (especially in writing, i.e., email, kick it up
to a phone call if it goes beyond two)
Personalized service
Delight the customer
What do we mean by delighting the customer?

Inform and educate them
Establish your expertise and professionalism
Offer options
Diffuse upset, anger, when and if necessary
Escalate, if required
Take Ownership of the call

Remember were still on the first W V the Why. Todays pressures on agents are
different than in the past. They are asked to handle more customer, more volume,
more complex and/or complicated calls. After all if we could handle our issues with
self service, we probably would not call. But if we tried self service and it
didnt work, now were upset and its an escalated call from the get go.

Theyre asked to provide more information, do it faster and be available and
accessible. But they are to lower costs, generate revenue, incorporate new
technologies, ensure closure and commitment, deliver great service and when?
Yesterday, of course.

As a matter of fact the CDC (Center for Disease Control) has said that the causes of
death for people under 65 are:

21% - environment V war, accidents, crimes
9% - health care system V doctors, hospitals, medications
17% - human biology V not because of lifestyle
53% - because of the way people choose to live their lives!!!

This is the good news and the bad news. Its bad news because its more than half.
However, the good news is that this is something we can do something about, its
about choice.

The #2 W is Who should be trained?

We suggest front line agents/representatives, supervisors, team lads, managers,
assistant managers, internal customers and other departments V anyone who is a
touch point so that they can learn to speak the same language, and more importantly,
not be in an adversarial position, but rather, together they are serving the
external customer or end user.

The #3 W is Where should the training take place? Offsite vs onsite, and there are
advantages and disadvantages for both.

Certainly it is most cost effective to have training on site. However, distractions
are rampant as is the participants availability to a person or problem.

Offsite is more costly. However, there are no distractions and the participants are
unavailable to other departments, their managers, or any issues. I believe there is
psychic value in taking people away from their work stations and off site to
acknowledge the touch jobs they have.

The #4 W is What should be included in any training? We believe the following
modules provide a robust, powerful, and succinct training curriculum:
f Quality Customer Service f Rapport Building
f Customer Expectations
f Perception Shifting f Conflict Resolution
f Language Skills
f Anger Management f E-Mail Protocol
f Stress Reduction f Empathetic Responsiveness
f Change Management
f Communication/Listening Skills f Interaction/Role Play
f Service with a Smile

Further suggested is university certification to up the ante. The more
professionally you treat your employees, the more professionally they will treat
your customers.

The #5 W is When. We say for new hires, monthly, ongoingly, consistently, whenever
change occurs, when stressors increase, and as needed.

We further suggest that each employee get a minimum of 24 hours per year of ongoing
training, spread out over time for the most absorption. We divide our trainings into
two four hour sessions per day and deliver 6 days per employee. Therefore, 30 people
can participate in the training per day. If there has been no ongoing training, we
do four days once a month for four months and then a session three months later, and
then another three months later. In this manner, training is customized, in real
time, and can address whatever challenges are presented when they occur.


Web Site: http://www.greatindustrialguide.com

Contact Details: nanak1034@gmail.com

sco-90, sec-35/C, chd

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