Do Your Associates:
- Consistently build positive relationships that increase customer loyalty?
- Provide a customer experience with intention? Or, do experiences just sort of happen?
After we conduct a customer service evaluation, you may want workshops to get your associates’ customer service skills on the right track. If so, we can help! The quality of your customer service probably impacts your sales—it certainly impacts how customers perceive your brand. This means improving customer service skills is one of the best investments you can make!
Customer Service Skills Workshops:
To improve customer service skills, we offer group workshops, 1-on-1 sessions, on-site meetings, and virtual webinars. Our workshops typically run 1-3 hours. In most cases, prior to a workshop, we measure the quality of your customer service with customer service evaluation or mystery shopping. Next, we pinpoint associate gaps and opportunities—and give you our recommendations.
Motivational lectures have their place, but they don’t change behavior. Because our workshops are built from real-life examples of associate’s interactions with customers, we get ‘buy-in’ at all levels.
With our workshops, associates get the customer service skills they need to deliver better, more compelling experiences. And we can do before and after customer surveys to prove it!
Our Top 2 Skills Workshops:
We always customize our customer service content to your objectives, but often, the following two workshops are a good place to start.
Workshop 1 | Principles
- The principles of customer service
- Each principle is tailored to your interaction channels (emails, chats, calls, etc.) and inquiry types (tech support, ordering, B2B, consumer, etc.)
- Scoring customer service—this helps associates evaluate their own performance
- Immersive audio with examples of good and bad customer service
- Self-Assessment—associates consider the customers and conversations they find most challenging
Workshop 2 | Interactive Exercises
- Brainstorm with associates how to handle their difficult situations
- Co-critiquing and role playing to set new standards for customer service
- Examples of optimal interactions (i.e. model answers)
- Examples of word choice, pacing, and other important cues
Model Answers Only:
Another approach to customer service skills coaching focuses only on model answers. Model Answers show associates exactly how to handle specific scenarios and customer personas. Sometimes, simply seeing the best answers is enough to improve customer service skills. If you have a customer service training team in place, model answers may be the most efficient use of resources.
Want to find out more about our customer service skills coaching or model answers? Let’s talk!
Find out more! Get a quote:
Your customer service probably impacts your sales revenue—it certainly impacts how customers perceive your brand. That's why improving customer service skills is one of the best investments you can make!