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Team-Builder Training Solution: Keeping the Promise ® of Reliable Customer Service |
Everyone has a story about failed customer service; and it's often more serious than being ignored or treated rudely by someone
you expected to be helpful. It's about supposedly reliable people and companies who have failed to keep their
promise - and the lack of knowledge, skills or ethics in the marketplace.
If you are a manager or professional who must try to fulfill your promises to your customers through an employee’s efforts,
you have probably been challenged by an employee's lack of sensitivity to a customers needs - and thought about how you
could have avoided the loss of revenue and good will.
Someone has to train them. And to succeed, you must hire from the top 25% of the available workforce
and train them to work effectively and do things right.
Team-Builder Training Solution Promise:
Although nothing can guarantee an employee will treat your customers right, our video-assisted training will enable you to present an attractive vision of your values and work culture, and reveal an employee's ethics and attitudes before it costs you customers.
Customer Service Training Solution: How it Works
The best first-step in training is hiring the right people, "trainable" people with the right skills and values.
Then, the Team-Builder videos and assessment tools will enable you to conduct an effective training
program for your employees with minimal expense and without the disruption of your workplace.
Step 1. Choose the relevant customer service video from the Team-Builder resources. Your
Employer Training and Discussion Guide will help you make the right choices for individual, group or
on-going and progressive training.
Step 2. Gather your staff for a group training session or assign individual staffers to
logon to your secure portal, watch the video and take the exam
reviewing the facts of the video. Group sessions can be followed by individual online testing or group discussions and cross-training exercises. Step 3. Have a private discussion with each employee about his or her answers to the online exam, using the questions provided in the Employer’s Discussion Guide. This will reveal the employee's attitudes and perceptions about the values and skills required for good customer service. You'll be able to quickly determine if the Employee has the literacy and communications skills to work effectively and contribute to your team. The discussion guide will also create Employee responses that will provide you with a clear understanding of whether or not each Employee has the customer service attitude you desire for your enterprise. Step 4. If the Employee's responses do NOT meet your expectations, you can provide the necessary corrective action and instructions to help him or her succeed in fulfilling their job description; or you can help them find a job that more closely fits their skills. Step 5. If you're pleased with the Employee's responses, you can then confidently and effectively insert them into the specific customer service training related to your enterprise. All training resources are online and are available 24/7 so you can set your own training schedule. Just follow QMI's easy-to-use "click by click" instructions to complete the training assignments. Employees can watch videos, take exams and learn at their own pace. Then, with the help of the Team-Builder Employer's Discussion Guide, you can review their results, emphasize improvements that are needed and build an effective team. Click Here for Examples Click Here to Read How: Hidden customer service issues can destroy an otherwise healthy organization.
reviewing the facts of the video. Group sessions can be followed by individual online testing or group discussions and cross-training exercises. Step 3. Have a private discussion with each employee about his or her answers to the online exam, using the questions provided in the Employer’s Discussion Guide. This will reveal the employee's attitudes and perceptions about the values and skills required for good customer service. You'll be able to quickly determine if the Employee has the literacy and communications skills to work effectively and contribute to your team. The discussion guide will also create Employee responses that will provide you with a clear understanding of whether or not each Employee has the customer service attitude you desire for your enterprise. Step 4. If the Employee's responses do NOT meet your expectations, you can provide the necessary corrective action and instructions to help him or her succeed in fulfilling their job description; or you can help them find a job that more closely fits their skills. Step 5. If you're pleased with the Employee's responses, you can then confidently and effectively insert them into the specific customer service training related to your enterprise. All training resources are online and are available 24/7 so you can set your own training schedule. Just follow QMI's easy-to-use "click by click" instructions to complete the training assignments. Employees can watch videos, take exams and learn at their own pace. Then, with the help of the Team-Builder Employer's Discussion Guide, you can review their results, emphasize improvements that are needed and build an effective team. Click Here for Examples Click Here to Read How: Hidden customer service issues can destroy an otherwise healthy organization.
