Customer Care Development and The Triple

Hi all,

Recently completed a terrific customer care workshop package with a 65 agent team. Really pumped on the energizing feedback and innovation from the sessions. Most impressed by the passion and the focus from the class. I was proud of them.

It is always interesting to teach customer care in a fast, high-impact class, like we did the past two weeks. The class members can not learn two hundred things in two intensive weeks--I believe. Not in a module driven classroom setting. Maybe over a year, but not in two weeks. It's too much intake, and they won't be able to take the ideas and implement back on the phone.

So,I developed a workshop designed to teach just three key topics--and some surrounding support materials. For part's of two weeks, we build an amazing package around those three key topics. That is it. Three topics, support material. Keep the focus and get the 65 agents to implement the three topics and support material, and nothing else. What a difference it would make to their clients, and to their success and their service levels, if they simply drive home the three topics and support materials.

I call my key training program the "Customer Service Triple". That is what I taught them. Great kudos to the team for peppering me with questions and learning. They embraced my methods. I believe they got the central points of communicating service on the phone. There was so much to it, and I was proud of them.

If anybody has any questions about my custom-designed customer service training programs, or wants more insights as to the "Customer Service Triple" and what I taught the agents from this special organization, just drop me a line. Happy to explain in more depth. It is all very exciting!

Dan
DCoen@CallCenterToday.com