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.

Investing in the Customer Retention Process

What you will learn:

  • How to take a more holistic approach and measure the quality of service and support devoted to every touch
  • Understanding that each part represents the whole organization and customer experience
  • How investing in loyalty management, customer satisfaction, and retention make business sense and its
    impact on your bottom line
  • How to audit the current customer service touch points. Customer expectations versus reality
  • How to identify what works and what doesn’t
  • How to define failsafe options along the way to keep the process moving, leading the customer to a positive service experience
  • How to redefine the customer touch point processes (Both infrastructure and work/call flow along with service skills gaps)
  • How each customer touch point sets the tone of the overall experience and how service skills are at the core of the process
  • How to define and implement customer service metrics to accurately measure the customer touch points that are most important

Workshop Details:

  • Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) to develop a customer retention program that fits your organizaion's needs and also shows your customers that you value their business
  • Maximum 25 attendees
  • Audience: Managers, supervisors, or anyone within the organization that has an impact on service deliery.


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