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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.
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SELECTED WORKSHOP DETAILS |
EVANS CONSULTING GROUP |
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
point
- 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.
NOTE: Please fill out the following form completely in order to request more information about this workshop.
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