At the core of CSBA’s training for agents and frontline staff are four intensive training workshops – each designed to teach your team the fundamentals of consultative service.
Each half-day workshop is tailored to your specific needs and can be conducted as a stand-alone training session or a series of training modules, for up to 15 participants.
Squarely focused on providing a framework for managing the customer, the process and themselves, the Fundamentals of Service Excellence builds your teams understanding of:
With a variety of practical and interactive learning activities, your team not only learns the theory, but also how they can apply these concepts to everyday customer interactions.
Give your agents and frontline staff the framework and tools needed to provide customers with an exceptional experience – every time. Using a world-class, consultative service model, this training module teaches your team to:
Through practical and targeted real life scenarios, based on your customer’s needs, your team learns how to apply best practice behaviours, phrases, techniques and questions and embed the framework into everyday interactions.
Designed to enhance your agent’s and frontline staff’s consultative service skills, the Effective Questioning Techniques training hones in on the practical skills, techniques and tactics required to meet customer needs and achieve first contact resolution.
Through customised and practical learning activities your team will learn :
Satisfying difficult customers is one of the most challenging aspects of a customer service professionals job. Through this training workshop your agents and frontline staff will learn:
Many of our clients choose to implement these as a four-stage development program over a few weeks or months, while others prefer to tackle a specific need, challenge or developmental area through a one-off workshop.
