“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
- Maya Angelou
MyCSAT Customer Services Skills Training Program
The MyCSATTM (Customer Satisfaction) Customer Service Skills Training Program is our core service offering.
The program helps organizations and their employees succeed in the area of customer service delivery and management of the overall customer experience.
Regardless of industry segment of size, the program will benefit any organization seeking to leverage the competitive advantages of providing great customer service.
The primary goals of the MyCSAT Customer Service Skills Training Program are:
To help companies, organizations and individuals improve service delivery by ensuring excellence in the customer care process.
To provide contemporary, values-based training that equips students to deliver exceptional customer experiences.
To promote compassionate customer care with every customer interaction as a means of achieving business and individual success.
To create happy, engaged employees and teams as a means to create satisfied, happy customers and propel business success.
DEVELOPMENT & TRAINING METHODOLOGY
The MyCSAT Customer Service Skills Training curriculum was designed using strategies found in university and other educational environments. Social media and other innovative approaches are used to add fun to each class while enhancing skills retention.
Depending upon an organization's needs, the training program consists of 1 to 8 modules delivered by skilled facilitators. Each module is based upon a curriculum blueprint that includes:
Key customer service learning goals to be accomplished by each module.
Exercises, quizzes and other “evidence of understanding” that demonstrate students’ comprehension of the customer service concepts taught.
Best in class customer service learning standards each module's content is designed to meet.
The MyCSAT Customer Service Skills Training Program provides a number of benefits for businesses and other organizations whose personnel complete the training course.
Improved ability to address market trends that mandate businesses become more customer focused in order to survive.
Better equipped to enhance customer satisfaction and achieve customer retention, while also enhancing opportunities to acquire new customers.
Better positioned against competitors in a market where customer satisfaction is a differentiator.
Improved ability to demonstrate and promote a culture in which customer service excellence is expected.
Development of more efficient and effective customer service teams whose members are more dedicated to the company due to its investment in their personal development.
As a result of more skilled personnel driving greater customer satisfaction, organizations can more effectively address the growing impact mobile phone technologies and social media networking are having on customer experiences and company success.
Organizations can cost-effectively realize the business returns made possible by industry-leading customer service skills training.
The following modules are included in the MyCSAT Customer Service Skills Training Program.
Due to the program’s modular building approach, contents can be tailored to meet the specific delivery needs of clients. This includes meeting desired training class durations as well as incorporating special guests and training points clients might wish to highlight.
Customer Services Skills Training Kick-Off
Establishes the foundation necessary for successful launch and execution of the MyCSATTM Customer Service Skills Training Program.
The Importance of Exceptional Customer Care
Provides information needed by associates to understand the importance of delivering exceptional customer service. Importance from both the company and associate's perspective is explored.
Customer Service From The Heart
Helps associates understand the important role human emotions play in the delivery and perception of exceptional customer service.
Great Communications: Mission Critical
Equips associates with knowledge of the verbal, nonverbal and listening skills required to successfully engage with customers and deliver great customer service.
Working With Challenging Customers
Equips associates to emotionally and rationally work with customers who are complaining, angry, rude or posing other challenging situations.
“WOW’ing!” The Customer
Equips associates with an understanding of basic requirements for delivering service that is above what customers would usually expect. Associates are taught how to deliver unforgettable customer service experiences that leave a “WOW!” impression.
The More You Know…
Teaches the importance of a customer service representative knowing as much as possible about their role, product, organization, and associated processes. Associates are presented information that explains how applying this knowledge helps ensure customers receive the best experience possible.
Focuses on securing feedback from associates designed to ensure key training concepts have been effectively communicated.
PROGRAM FEES & SCHEDULING
You will find our proposals to be competitive when compared to other service providers.
Due to our program's flexibility and tailored approach for each client, fees are determined on an individual case basis.
It would be our pleasure to work with you. We are committed to our mission of serving others. Should you decide not to use our program, we are confident the information we share will help you in the future.
Skills Touchscreeen Photo Courtesy PinkBlue at FreeDigitalPhotos.net Customer Puzzle Image Courtesy David Castillo Dominici at FreeDigitalPhotos,net Best Service Photo Courtesy Stuart Miles at FreeDigitalPhotos.net Come In Sign Photo Courtesy Artur84 at FreeDigitalPhotos.net