Delighting Customers

Delighting Customers is a comprehensive employee training and recognition system that goes beyond other customer satisfaction programs to empower all your employees to delight their customers. In one day or eight fifty-minute modules, your employees will learn to exceed customer's expectations, increase customer business and create customers for life.

Delighting Customers for Call Centers

Delighting Customers for Call Centers is an extensive facilitator-led service-skills training program for all Call Centers and Help Desks. In one day or eight one hour modules, your technical and non-technical phone professionals learn to build customer loyalty with even the most challenging customers while increasing your Call Center productivity and quality.

Participants will learn PILOT Call Monitoring form to assess actual skill use, Call Center Metrics with industry standards and strategic responses, the 32 Phone Rules to establish measurable call quality standards, the GEM (Going the Extra Mile) employee recognition program and the ARC (At-Risk Customers) Yard program for recovering lost customers.

The seminar includes expert designed interactive video-based behavioral learning, accelerated training methods with upbeat, fast paced team activities, simulations, skill drills, competitions and practices, unequaled detailed trainer step-by-step preparation instructions and full-color participant, trainer and room materials.

Delighting Delinquent Customers

Delighting Delinquent Customers is a comprehensive collector training and recognition system that goes beyond other programs. Delighting Delinquent Customers teaches collectors to align with customers in a manor that creates a collaborative relationship to solve collection issues. Thereby exceeding customer's expectations, maintaining the customer's current status and future business, and creating customers for life.

Delighting Customers Lite

Delighting Customers Lite is a comprehensive employee training and recognition system that goes beyond other customer satisfaction programs to empower all your employees to delight their customers. Delighting Customers Lite is an abridged version of the Delighting Customers program and is primarily offered in half-day segments.

Delighting Customers Lite focuses on delighting customers in all situations, including simple interactions, upset customers, unpleasant information, conflict situations, negotiations, group meetings, and selling situations.

The seminar includes the GEM Award/Employee Recognition Program. Participants receive GEM forms empowering them to reward other employees who Go the Extra Mile. All detailed implementation guidelines and forms are included. The program reinforces the training, unleashes the power of giving and receiving recognition for exceeding customer expectations, and build a customer-focused culture.

Coaching the Customer Service Performer

This one-day workshop is designed for managers and supervisors who are responsible for improving the customer service skills of their company’s associates. The ultimate desired outcome is to improve customer satisfaction with both internal and external customers. Participants will learn the the value of delighting customers, how to conduct the coaching kick-off, and will understand the key components of the Coaching Model (knowing what to look for, identifying priority service problems, and conducting the coaching conversation).

The Art of Effective Listening

Effective communication is the cornerstone of a successful business. Yet, an untrained communicator can miss 50% of critical content in a 10-minute conversation. Minimizing misunderstanding and missed messages will maximize business results.

The seminar includes expert designed interactive video-based behavioral learning, accelerated training methods with upbeat, fast paced team activities, simulations, skill drills, competitions and practices, unequaled detailed trainer step-by-step preparation instructions and full-color participant, trainer and room materials.