Managing a Customer Service Department
The Challenge
Your company knows that it’s less expensive and more profitable to retain a customer than it is to acquire a new customer. But, the customer service department that you’re relying on to retain the customers is:
- Operating under ambiguous marketing-driven expectations like, “The customer is always right”.
- Not empowered to actually help the customers that they are contacting them.
- Using outdated systems for tracking interactions and following-up through resolution.
- Ultimately staffed with burnt out employees.
The Curriculum
In this course, executives will learn how to:
- Replace marketing lingo with concrete expectations for customer service at the executive level.
- Develop measurable goals for the team and individuals.
- Empower front line agents to truly help customers.
- Teach agents to make appropriate decisions within guidelines.
- Create systems to recognize and prevent agent burnout.
- Design processes to lessen the volume of cases escalated to management.
- Map out system requirements to better equip agents with customer, product and policy information.
Training Options
The T Dev – Customer Service course can be delivered to your executive team as a Transformation Point program -or- we can customize the materials to incorporate them into your broader training and development programs.
