Purpose


The Listening Center's tailored Customer Service Program focuses on:

• furthering the successful execution of strategic initiatives,
  
• expanding competitive advantage,
  
• increasing employees' knowledge on how to service customers professionally,
  
• developing employees' requisite behaviors to service customers assertively,
  
• enhancing a self-sustaining, service-oriented environment, and
  
• measuring and maintaining results.
  

Intervention

1. Perform a needs assessment.

   Since customer service training programs often have different objectives, meetings would be held with Management and selected associates to clarify achievements, expectations and potential barriers to success. Employee surveys may be used.
   

2. Establish expectations and timelines.

   A training needs summary and program agenda are presented. Based on the feedback elicited from a Summary meeting, a project schedule is approved.
   

3. Present skill-based, interactive training sessions.
   
   Selected associates attend half-day, biweekly seminars to improve customer service (internal and external) and innovative skills. Targeted areas include: focused listening, exceeding customer expectations, nurturing loyal customers, assertively asking the right questions, meeting customer service standards and preventing or responding to customer conflict.

   Each program provides up to an hour of free consultation for participants requesting additional support.
   

4. Evaluate progress and determine returns.

   Program effectiveness is measured by evaluating knowledge gained, requisite behaviors improved and the tangible returns realized. A summary is presented to Management along with The Listening Center's recommendations to maintain the momentum achieved.