 |
 |
Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
|
|
|
|
|
 |
Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organization's specific needs. Depending on your training requirements, we offer instructor-led workshops at your site or develop programs for your team to deliver.
Sherry Redden Evans, managing director of training & development, is recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program. |
|
|
|
 |
 |
 |
Participate in one of our training webinars. Each of the Customer Service 101 Webinar Programs is a 60-90 minute session led by Sherry Redden Evans. A broad range of service related and management development training programs are offered to help you achieve your goals. All programs include group discussion, brainstorming, business scenarios exercises and Q & As. Each attendee receives a customized plan of action for on-going self-development opportunities. These programs are offered "live" or as a on-line individual service session. |
|
 |
 |
We conduct training at your location for everyone in your organization from front-line staff to management. The topics range from management development, supervisory training, to service skills training for customer contact personnel. All of our programs are customized to address your most important needs. Our customer service training programs helps your staff retain their customers by focusing on improving service levels in all areas of customer contact. We help managers improve their skills through interactive management development training covering leadership styles, hiring, training, coaching, maintaining morale, team building and using performance metrics to inspire and develop personal ownership. |
|
 |
We perform a wide range of call/contact center services, including business process design and evaluation, performance metrics, reporting, management systems, infrastructure, organization, technology applications, and interdepartmental touch points. A "gap analysis" is conducted to define your current environment with a recommended business plan. We identify both short and long term goals, and provide you with a "phase in" project plan. Included are recommendations for performance improvement, benefits, opportunities, ROI's, and cost-benefit analyses.
Areas of Expertise:
- Multi-Channel Customer Touch Points & Feedback
- Survey Process & Tools
- Call Routing / Escalations
- Call Flow and IVR Scripting
|
|
|
| |
