Customer Satisfaction Consulting & Customer Care Center Training
Customer satisfaction training never operates in a vacuum. The most respected companies in the world have spent millions of dollars and many years perfecting their customer support initiatives because they know that a lost customer costs a great deal. And the expense of securing a new customer is ever increasing. The easiest thing to do is to keep the customers you have. That’s why training is such a critical piece of the total equation. It’s important that every area of your operation make changes that are in line with the overall goal of improving the way customers are handled.
RSI understands that the ability to maximize customer satisfaction and retention depends on many parts of the organization working together effectively. As they look across enterprise silos, top-performing companies can affirm the following:
Customer-Centric Call Flows
| My customer contact call flows & work flows are designed to optimize the customer experience. |
| Our customer experience is consistent across products, services, and locations. |
| The quality of our customer experience is a (positive!) competitive differentiator. |
| We up- and cross-sell effectively and appropriately. |
| Billing and tech support reps are expert at preventing calls from escalating to retention calls. |
Line Manager Effectiveness
| Line managers communicate performance expectations clearly and consistently. |
| World-class standards are modeled consistently in the environment. |
| Line managers know how to get more reps using more best practices, more often. |
| Team culture is positive and focused on the future. |
| Employee satisfaction is high and turnover is low. |
Retention Marketing
| We understand our cancel drivers and have effective strategies for each one. |
| Our offers are competitive, timely, and relevant. |
| Our agents know how to save more customers through education with less reliance on costly incentives. |
| We are effective at cascading new programs to distributed contact center workforces. |
| We have a better understanding of true cancel drivers because our reps know the techniques for getting to the truth about a cancellation. |
Operations
| Our contact center operations (e.g. average handle time, head count, budgeted development time) are optimized for maximum profitability – not just maximum efficiency. |
| Outsourcer SOWs, SLAs and performance metrics are optimized for profitability – not just efficiency. |
Human Resources
| We source, interview, and hire the right people. |
| They have the right tools and skills. |
| They are compensated for the right behaviors. |
If your company is like most, you have at least three or more areas that need attention. Perhaps it’s your call agent training, your call center technology and your ability to find good people. Or maybe its line manager training, executive support and training budgets.. Whatever customer retention challenges you face, RSI is ready to help you make positive changes.
What can happen when our training starts having an impact? Managers motivate their staff to high performance, productivity and quality measures are clearly communicated, agents start working towards accomplishing these goals, top performance is recognized and rewarded and…customer contact quality is improved.
The bottom line: Well trained, satisfied employees = more loyal, happy customers.
Get Started Today
Our customer retention training services will revolutionize the way your call center staff interacts with customers. Learn more today by registering for an online demo or contacting us for a free course outline.
Find out more about our Services. Be sure to see what our clients are saying about us.
QUESTIONS?
Contact us today. Retention Specialist looks forward to helping you with all your customer retention and call center training needs
Retention Specialists – Helping You Acquire & Retain Great Customers
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