Employee Training that Drives High Performance and WOW Results
Creating WOW Customer Experiences™ is a dynamic session specifically designed for call center Representatives. This modular training program provides a high-energy, interactive environment where your Representatives will identify, understand and practice the specific behaviors required to facilitate WOW Customer experiences. The concepts and processes defined in this session focus on teaching your Representatives to:
- Internalize and deliver service that exceeds Customer expectations.
- Create efficient communication that assists in meeting productivity goals.
- Maximize sales opportunities for increased revenue growth.
- Determine how Representative performance impacts your business objectives based on their performed behaviors.
- Determine how an optimized call flow helps achieve a high level of Customer satisfaction.
- Identify and practice the specific verbal, vocal, receptive and information delivery behaviors that drive Customer satisfaction and business results.
- Utilize the three types of probing questions to effectively and efficiently improve performance and Customer satisfaction.
- Effectively summarize the call to ensure one contact resolution.
This course is easily customized to reinforce higher levels of face to face interactions, as well as written interactions with your Customers.
Creating WOW Customer Experiences is also offered in a Train the Trainer session so that you can incorporate this powerful training in your New Hire process.
