Proactive Customer Service 201 2 hours+
In Proactive Customer Service 201, you’ll learn about getting the customer to the right person, setting up appointments and follow-up, escalating calls, internal customer service, and accountability.
Click on any of the module titles below to find out more about them:
Proactive Customer Service 6 - Getting the Customer to the Right Person
For customer service personnel to give the fastest, most efficient services, they must understand how to get the customer to the right person in as short amount of time as is possible. In this session, you will learn how to quickly determine if you can help or if you must transfer the call.
Learn how to clearly say what you mean and what NOT to say to your customers, quickly determining who is in the right position to help them. We will share the format on how to create a call grid that lays out who is in the best position to help and when to forward the call to other members of the team. You will learn successful techniques for transferring calls, taking messages and gathering information.
Downloads included:
• Sample call grid
Proactive Customer Service 7 - Setting Appointments and Follow-Up
Possibly the two most critical skills for customer service is how to turn a call into a booked appointment and following up on customer’s needs. In this session you will learn how to turn inquiries into solutions and keep your team busy with booked appointments. This training also covers proactive dispatching that will keep you in control of managing your schedules to fit changing needs and help you in determining priorities.
Learn how to schedule agreement visits in slower demand periods and follow up on any missed opportunities that will keep your schedule full all year round.
Downloads included:
• Sample Scripts
Proactive Customer Service 8 - Call Escalation
Learn how handling customer’s concerns quickly and efficiently goes a long way to diffusing any potentially volatile situations.
A proactive approach means learning how to handle all types of issues before they come up.
Learn how to keep your cool and handle all situations with a professional response. This course covers when and how to escalate calls beyond the scope of the customer service representation. This session guides you through developing an escalation team with a process that keeps everyone prepared with the right response.
Downloads included:
• Sample call escalation chart
Proactive Customer Service 9 - Internal Customer Service
Creating the ultimate customer experience means supporting the team as well as the customers. Learn how internal customer service can strengthen and build a cohesive team.
Without an attitude of sharing information, you may as well be working in a vacuum. This session teaches you how to improve upon the flow of communication by responding to co-workers needs and pitching in to support each other to reach the common goal of satisfied happy customers.
By practicing the tips you learn from this session, your customers will recognize your entire team is working in tandem to deliver superior services.
Downloads included:
• Communication Exercise
Proactive Customer Service 10 - Accountability and Key Performance
Every position in the company should know and understand the expectations for their position, including customer service personnel. Key performance measurements and goals keep the entire team focused and accountable.
In this session, you will learn customer interaction standards that will assure excellence and quality of services. Keep the team accountable for a proactive approach with training and practice. Learn the key performance indicators to track and measure customer service performance on a daily basis.
Downloads included:
• Customer Response Assessment