Peak Service Performance - A Complete Customer Service Solution
Influence, negotiation, change management training, Influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
Influence, negotiation, change management training, Influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and Influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and Influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, Influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
Peak Service Performance offers all the
critical customer service skills needed to
achieve top service scores.
Additionally, Peak Service Performance
will motivate your telephone service associates
to make calls much more productive and
enjoyable for callers.
Do your telephone service associates give callers that "wow" feeling when they call in? If not,
customers will eventually call new suppliers. Research shows that only callers who have been
completely satisfied on the phones stay loyal to suppliers.
Peak Service Performance: 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.
All customer service training programs are not equal. Where most courses talk about
service conceptually, Peak Service Performance delivers proven skill sets. Peak Service
Performance 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 Peak Service Performance, they practice exactly what they will do on the phones with
callers.
Peak Service Performance is a Total Solution: Peak Service Performance 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 Peak Service
Performance today and watch your quality scores increase quickly.
Peak Service Performance will improve or eliminate the following:
- Your CSRs (Customer Service Representatives) all handle their general servicing job
functions differently. - Your supervisors have not managed your Customer Service Reps 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, Customer Service
Reps 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 Customer
Service Reps. - Customer Service Reps 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.
- Customer Service Reps don't have telephone greetings that sound genuine or
welcoming. - Customer Service Reps don't transfer callers or put callers on hold effectively.
What Participants will Learn
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.
Day One
The Role of Customer Service:
This module introduces the entire Peak Service Performance 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 LEAD process for
handling most customer requests quickly and easily. Participants also learn the value of
taking Ownership and being Self-Reliant.
Day Two
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.
Day Three
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 Peak
Service Performance. Additionally, participants build a blueprint for maintaining their new
service skills for when they return to the telephones.
* Please see What You Get When You Buy for more information.
Additional Information about Peak Service Performance
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 our 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 Peak Service Performance with our instructors, or you can purchase the course
license and have unlimited use of Peak Service Performance. 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 us even a penny more for the use of the course, ever.
If you are also interested in powerful selling skills designed specifically for call centers, read
about Telephones Sales Mastery. This program shows telephone professionals how to
maximize their sales opportunities by utilizing a unique sales approach when speaking with
callers.
Want more Information on this program? Phone us at 940-725-0057 or Email Us
| Customization We start with proven best practices and then customize your training to fit your call flows, industry and company culture. You get the convenience of off-the-shelf training without sacrificing applicability. |
Call Center Training that Works!
| From Kathi McMullan Senior Manager WorldCom 'No matter who I send to your training, they come back raving. The reputation my group has established within WorldCom is, in large part, due to the training you've done for each member of the team.' Click Here to Read More Testimonials |
 | |  | |  | |  | |  | |  | |  |
| has been Delivered in hundreds of organizations including but not limited to: ADT Security Systems Austrian Airlines AT&T Communications American Express AvMed Health Care Bank Atlantic Bell Atlantic British Airways Cathay Pacific Airways Cable & Wireless MediaOne Dean Witter Reynolds Gruntal & Company HBO Lucent Technologies Lufthansa Airlines Medimmune Inc. Fleet Bank QANTAS Sprint Canada Sprint SmithKline Beecham Swissair USAirways Verio WorldCom Click Here for More |
