CUSTOMER SERVICE TRAININGEXCITING LIVE WORKSHOPS!
Introducing the Be Your Customer’s Hero Customer Service Workshop & Training.
It’s customer service training… that actually lasts.You know that a great customer experience makes everyone’s life easier – especially yours. But how do you get your staff to consistently deliver it?
If you’re a customer service manager, a small business owner, or someone responsible for a service department… you’ve probably asked yourself that question.And if you’ve tried customer service training before and it didn’t make a difference, you’re probably wondering if it’s even feasible. But don’t worry: it is possible to create lasting improvement in your customer service. I’ve helped a lot of businesses do it – and below, I’ll show you how!
Hi, I’m Adam Toporek — customer service expert, keynote speaker, and author of Be Your Customer’s Hero: Real-World Tips & Techniques for the Service Front Lines.
Over the last 10 years, I’ve helped thousands of employees from different industries understand how to deliver incredible customer experiences to their customers.
So when it comes to getting your employees to deliver incredible – or as I call them, ‘Hero-Class®’ – customer experiences, I know what works… and what just wastes your money.
In fact, I can tell you right now the three top reasons customer training fails… and I’ll bet you can recognize at least one from your experience.
I’M READY TO LEARN MORE NOW!
Call our Training Hotline!
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The Top 3 Reasons Customer Service Training Doesn’t Work
#1. It doesn’t address real-world challenges.
Let’s face it: Your team doesn’t want or need another customer service training that just tells them to be friendly and delivers anecdotes about the Apple store.
They work on the front lines of service every day, and they need the tools to equip them to handle the difficult situations.
The most common question I am asked in my workshops is this one: “What do I do when a customer is yelling at me, and I can’t give them what they want?”
You’re not going to answer this question with fluff and generic slogans like “take care of the customer and the rest will follow.”
#2. It’s not delivered effectively.
On the other hand, you can have the best advice ever… but unless you can deliver it in a way that matters to your staff, it’s not going to move the needle.Frontline teams need to be engaged.They need to understand that the person speaking with them understands the challenges they face every day. And they need to be spoken to like professionals, not preached at from on high.Basically, training that isn’t delivered in a way that connects with and inspires your staff won’t make a difference.
#3. It doesn’t last.
This is the most expensive problem of all… and yet, the most common.How many times have you had ‘training’ or a ‘speaker’ that got everybody motivated and excited until the effect just faded within a few days?It doesn’t matter how good the training is. If it’s not reinforced and regularly used, it’s a complete waste of money once all the motivation wears off.
5 RULES FOR IMPROVING YOUR CUSTOMER SERVICE
(And Keeping It That Way)
The sad fact is, many of the customer service training courses out there commit at least one of the mistakes above.
Which means that, if you’ve ever tried customer service training in your company, there’s a good chance you didn’t see lasting results.
But I spent many years, and tens of thousands of dollars, thinking, testing and tweaking the information and strategies needed to create powerful and effective customer service training.
Customer service training that sticks, and that makes employees want to deliver Hero-Class® customer service.
Eventually, I came up with FIVE RULES for training that actually moves the needle:
IT MUST BE ENGAGING AND MEMORABLE
No boring lectures, cheesy videos or sleep-inducing slide presentations — they’ll be forgotten almost instantly by your staff.
IT MUST BE APPLICABLE IN THE REAL WORLD.
Tips and techniques that aren’t field-tested in the front lines of service — and don’t work in the real world — are useless.
IT MUST CREATE INTERNAL CHANGE.
Lasting change needs more than a few catchy phrases; it requires your staff to change their whole mindset.
IT MUST BE REINFORCED OVER TIME.
Even the best training will be forgotten if it’s not reinforced for the staff who receive it.
IT MUST BE SUPPORTED BY MANAGEMENT.
Without a culture of management support behind it, even the best-intentioned changes will fail.
I knew that any training which satisfied these five rules would avoid the three problems faced by many other training programs… and would result in lasting change.
So I created a program that does just that!
It turned out to be incredibly effective — and since then, my training has helped employees from a wide variety of industries to improve their mindset, increase their confidence, and start delivering the Hero-Class® customer experiences that they and their bosses were hoping for.
So, if you’re struggling to improve customer service at your company, take a look at some of the results you can expect from one of our live trainings!
AFTER THE WORKSHOPAfter attending the workshop, and completing the curriculum that follows it, you’ll see a big improvement in your customer service performance — and all the benefits that follow. Here’s just some of what you can expect to see:
Your Staff Will…
- Have a radically changed attitude where they want to deliver Hero-Class® customer service
- Deeply understand the customer’s point of view and sympathize more with the people they serve
- Understand various aspects of communication, and how to use it to create a great customer experience
- Know exactly how to deal with difficult or upset customers without losing their cool themselves
- Notice lasting improvement in your customer satisfaction metrics
- Have happier, more confident staff as stressful customer issues decrease
- Decrease turnover as employees enjoy their jobs more
- See higher profits from improved customer goodwill
- Enjoy a more relaxing environment as employee morale is higher
WANT TO LEARN MORE?
Simply give us a call or send us an email! We’ll tell you everything you want to know about our live trainings, including pricing, content, materials, and all of the many bonuses that separate CTS Service Solutions’ customer service trainings from the others.
We look forward to helping your team become a team of customer heroes!
Call our Training Hotline!
Or email us directly at…