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.

Customer Service 101

How to Build Trust and Credibility With Your Customer to Avoid "Answer Shopping"

We all know that reputation is everything in business. However, the same concept applies to the service rep as well.  If you have a representative who  projects uncertainty through their behavior, their voice,  or the words they use, the customer will NOT trust the credibility of their knowledge of the organizations products and services.  Statistically, one in four will call back!  At this point, they are “answer shopping,”  to compare answers to their questions .  If the customer happens to get the same rep on the phone on the second call, most likely they will hang-up and call back yet again!  This scenario plays out every day in the service/support center.  Remember - trust and credibility is what holds your organization together.  If your customers feel or perceive that you have hired incompetent staff, then in their mind your organization isn't credible.  Be sure your staff understands how their behavior, words, and expressions can impact their credibility and connection with the customer.

What You Will Learn:

  • How to project confidence by avoiding certain words and expressions
  • How to actively listen to the issue or inquiry to build credibility
  • How to ask the right questions to determine the customers needs
  • How to present a positive, professional attitude with others to impact perception
  • How seven simple steps build trust and credibility with the customer
  • How and when to project empathy to prove to the customer you are engaged in the interaction

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 problem-solving and questioning skills and identify any knowledge gaps in the process
  • Maximum 25 attendees
  • Audience: this workshop is developed specifically around the service/support representative, team lead, or management who is involved in working with people who are emotional and upset


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