Superior Service : A Complete Customer Service Solution

Today's Service Environment: Most organizations realize the need for strong customer service fundamentals. Providing excellent service results in increased customer retention and satisfaction, increased sales and much more job satisfaction.  Still, so many organizations struggle with service quality levels and QA scores.

Superior Service : All customer service training programs are not equal.  Where most courses talk about service conceptually, SS delivers proven skill sets. SS is successful because the skills make sense, are easy to employ and can be implemented quickly.  Associates do not have to figure out how they're going to apply the new skills. In SS, they practice exactly what they will do on the phones with callers.

SS is a Total Solution: Superior Service includes every important servicing fundamental needed in most telephone customer service functions, from better greetings and rapport-building to one-call resolutions, effective holds and transfers, handling irate callers and helping to build customer loyalty. Implement Superior Service today and watch your quality scores increase quickly.

Module Overview

Each module includes instruction, discussions, examples, trainer demonstrations, team activities and lots of role-playing to make sure your telephone professionals can use their new skills immediately.

	The Role of Customer Service: This module introduces the entire Superior Service workshop. It also focuses on Servicing in such a way that transitioning to Selling is just an extension of the role of Service. The module puts to rest the myth that Selling must be an abrupt change in the call or a hurdle that associates must jump to complete the call. This module offers a clear process that takes the edge away from Offering.
	Building Immediate Rapport: Having a strong level of rapport with callers increases 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.
	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.
	One-Call Resolutions: Great servicing begins by fixing problems correctly on the first call. Participants learn how to identify caller issues and solve them effectively. Participants employ the One-Call Resolution process for handling most customer requests quickly and easily. Participants also learn the value of taking Ownership and being Self-Reliant.

	Positive Attitudes/Positive Communication: The rewards of being positive are enormous. This module shows participants how to stay "up" both now and down the road 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 associates are tired or have just ended a difficult call.
	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.
	Turning Irate Callers into Life-Long Customers: Some callers are undoubtedly going to be hostile, and service associates may even (unintentionally) contribute to their anger. In this module participants learn how to manage and distill the caller's hostility so that he/she can calm down and let the associate fix the problem. Participants have a paradigm shift as they learn that dealing with hostile callers isn't an obstacle to their jobs. Rather, it is the most important reason for their jobs.

	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.
	Retention: Saving Disconnect Requests: Telephone associates can employ the skills from this module to keep callers from canceling. Participants learn common reasons why customers typically cancel as well as proven techniques to get to the root of their concerns quickly.
	Final Role Play Activity: Participants employ all their new service skills on simulated telephone call role plays. Prior to this event, participants will have role-played each skill thoroughly. This exercise helps them put everything together in a situation as close to the real world as possible.
	Course Review and Goal-Setting: The final module provides an extensive review and wrap-up of the key learning points of Superior Service. Additionally, participants build a blueprint for maintaining their new service skills for when they return to the telephones.

Course Pricing:

Superior Service will improve or eliminate the following circumstances:

	Your CSRs (Customer Service Representatives) all handle their general servicing job functions differently.
	Your supervisors have not managed your CSRs to a clear set of best practices.
	Quality scores or customer satisfaction ratings are too low.
	Service quality and performance are tied to compensation. Also, CSRs may not be meeting the bottom-line expectations in order to achieve their extra compensation.
	Supervisors have difficulty finding the time to offer effective floor coaching to CSRs.
	CSRs view angry callers as a hindrance to the job, or just too difficult to handle.
	It takes callers too many calls to solve a problem.
	CSRs don't have telephone greetings that sound genuine or welcoming.
	CSRs don't transfer callers or put callers on hold effectively.

Additional Information about Superior Service

Number of Participants:
We stress a maximum of twelve participants. This allows for the greatest interaction and practice for each participant. We can add more participants, but the quality of the interaction and the degree of learning will decrease.

Interactive Nature of the Training:
Long, tedious lectures bore us, too. All FCTC training workshops are interactive, keeping participants involved and learning throughout the session. We accomplish this by using both discussion questions and quick questions that keep the training moving. The facilitation never turns into runaway, time-robbing discussions, and everyone stays focused.

"No-Strings" License:
We can deliver Superior Service with FCTC instructors, or you can purchase the course license and have unlimited use of SS. We offer a thorough, four-day instructor certification as well as extensive support materials. These include a wide variety of media, handouts, participant guides and the very best facilitator guide available. You also receive a CD ROM with every file included so you can print additional materials for all your future training courses. We have created everything in PowerPoint so your trainers do not have to learn additional desktop publishing software like PageMaker or Quark Express. Once you purchase the license you don't pay FCTC even a penny more for the use of the course, ever.

Travel Expenses Extra:
Travel expenses for FCTC instructors or certifiers are extra and will be billed after the event is complete. We follow your per-day expense guidelines as well.