The Voice Customer Service Training
What does providing exceptional customer service have to do with marketing? Everything!
The VOICE is an ideal training program and a worthwhile investment for any employee who deals with the public from sales people to customer service representatives. Customized for your business, it delivers results.
To provide this understanding, consider some of these statistics from various sources:
- Companies who provide ongoing exceptional customer service often times spend half the money in marketing and attain twice the results.
- It is 6-7 times more costly to gain a new customer than it is to retain an existing one.
- Unacceptable customer service experiences are told to 9-10 others, who in turn may tell up to five other people. This poor word of mouth advertising can decrease results on other costly marketing efforts.
- 96% of unhappy customers never let you know they have a problem. Sometimes the 4% who do complain are viewed as an interruption to the workplace by employees.
Source: Bain & Co. study in the Harvard Business Review, Richard S. Gallagher, author: Delivering Legendary Customer Service: Seven Steps to Success and North Dakota State University
Download the Voice Custmer Service Training in PDF format
How the program works
We take in consideration a variety of information to determine what areas of customer service training is most needed and customize it to your business.
- Consultation with management
- Series of mystery calls/shops
- Participant self evaluations
In some cases our clients ask us to perform phone surveys with their current customers. Based on these findings, we are able to deliver a training program that leaves your staff excited, motivated and prepared to provide exceptional customer service.
Call or email us today for a free consultation