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.


SELECTED WORKSHOP DETAILS
Customer Service 101

The Art of Problem Solving Through Effective Questioning

Discover how to identify and solve business problems, learn techniques to become a creative and effective problem solver, and feel confident in your questioning skills to offer the right solution to your customer.

What You Will Learn:

  • The importance of questioning strategies
  • How to ask effective questions to get the right results
  • The art of effective questioning techniques
  • How to plan, frame, and ask the right question
  • How to develop options to your customer to negotiate the right results
  • How to overcome the emotions to actively solve the problem
  • How to identify the two styles of listening

Workshop Details

  • Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) using applicable work scenarios from your organization to practice the new listening skills and identify any knowledge gaps in the process
  • Maximum 25 attendees
  • Audience: this workshop is developed around problem solving for the service/support representatives who communicate with the customer.
 
 
 
 

 

NOTE: Please fill out the following form completely in order to request more information about this workshop.

PLEASE ENTER THE FOLLOWING INFORMATION
NAME:  
(First Name - Last Name)
TITLE: 
COMPANY: 
EMAIL ADDRESS:  
PHONE NUMBER:  
REQUEST DETAILS:   
SECURITY CODE:   What is 111 plus 236?
IP ADDRESS:   Your IP Address is recorded as:
54.82.93.116
 

 
 
NOTE:
All information submitted to our company will be considered confidential and will not be released to any agency, business, or individual except as might be required by law.
   
 
Ackerman Security Acuity Brands AGL Resources Ameritox Atlanta Journal Constitution
Automated Logic Corporation AutoTrader.com Biolab, Inc. CareStream Dental CarMax Auto Finance
Cobb County Transit Coca Cola North America Collins & Aikman Floorcoverings DeKalb County Public Schools Equisys, Inc.
Genuine Parts Corporation Georgia Baptist Foundation Georgia Pacific Georgia Power  
        ... (many more)