Customer Service Development Everything you need for Customer Service

CBL Global provides customer service training and coaching to a widerange of business types and industries. Our services can be completelycustomized for your company's individual needs. If you are looking toimprove customer service within your company, we can help

Business Categories Served• Service Providers• Professional Services• Distributors/Resellers• Manufacturers• Sales Organizations• Restaurants• Retail Establishments• Call Centers• Hospitals

Industries Served• Insurance Agency• Bank• Spa• Restaurant• Telecommunications• Medical Practices

Issues You May Be Facing

• Unable to differentiate yourself from competitors• Worried you are losing customers to the competition• Upset you are getting complaints from their customers about the

service you are receiving• Frustrated that your employees are just order takers and may be

leaving money on the table• Not maximizing the revenue you are generating from your current

customer base• Insufficient referrals from your customers• Concerned about the high turnover of customer service

employees

Improve Customer Service• To attract, win and retain customers, often the only

thing that sets you apart from your competition is the service that you provide.

Create a culture of customer service by eliminating policies that impede service. Hire employees with a good attitude that are friendly, enthusiastic and outgoing. Exceed customer expectations. Go above and beyond. Satisfaction isn’t enough. Empower employees. Provide customer service training.

Increase Customer Retention• Studies show that it costs 6x more to attract a new

customer than it does to retain an existing customer.

Companies can boost profits from 25% to 125% by retaining 5% more existing customers. The average company loses 10% of its’ customers each year. A 2% increase in customer retention has the same effect on profit as cutting costs by 10%. Do you need any more reasons why customer retention is so important?

Maximize Revenue• Increase sales and your bottom line through greater

customer engagement. Increase customer referrals through word-of-mouth recommendations.

Customers contact you because they need your help. When you delight your customers, they are more than happy to give you glowing recommendations. Ask your customers for referrals. They’ll be happy to share you with their friends and family.

Workshop How To “Book The Business”▫ This workshop is designed for service

companies. It will cover how to: Build rapport with callers Uncover clues Make powerful recommendations Overcome objections Book the Business!

Workshop SHOP* LocalService-Hospitality-Ownership-Pride▫ This workshop is designed for Chambers of

Commerce, their members and their employees.▫ It will help you:

Identify what customers want and expectDifferentiate your business from your competitorsTransform your employees into “owners”Turn your customers into raving fansKeep customers shopping Local

Workshop Retaining Customers In A Down Economy• This workshop is designed for businesses that

are struggling to keep their customers. It will help you:

Improve the customer service experience Make it all about the customer Appreciate your customer Keep your customers

Workshop Improving the Patient Experience

▫ This program is designed for medical front desk staff. It will cover:

Patient Service: What It Is and What It Isn’t What Do Patients Want? It’s All About The Experience What is Exceptional Patient Service? Patient Satisfaction vs. Patient Loyalty Professional Telephone Etiquette Handling Difficult Patients Empowering Employees

Training ProgramsCustomer Service Basics• This course provides the fundamentals of

customer service. This course is intended to giveparticipants the skills they need to properlyinteract and communicate with the customer. It isappropriate for new employees and can serve as arefresher course for seasoned veterans.The course will address:

Defining the customer experience What customers want Professional phone etiquette Building rapport Handling irate customers

Training ProgramsCustomer Service: Exceeding Expectations• This course provides the skills needed to WOW your customers

and turn them into raving fans. Participants who attend this course will create an environment that puts customers first and engages them to create positive word of mouth advertising for your organization.

The course will cover: Personalizing the customer interaction Taking ownership Manage complaints more effectively Creating lasting relationships with customers Improving customer retention

Training ProgramsInternal Customer Service

• This course will help improve service within your organization, increase productivity, and as a result, offer your customers better service.The course will help your employees: Learn how what they do affects other departments in your

organization Create interdepartmental service strategies that help rather

than hinder Creating lasting relationships with customers Eliminate "turf wars" among departments

Training ProgramsTelephone Etiquette

• This course provides your employees with the skills they need to professionally handle telephone conversations with your customers and prospective customers.The topics covered include: Inviting greetings Active listening Responding appropriately Effective transfer and hold procedures Gathering information Closing conversations

Training ProgramsCoaching for Excellence• This program is the best way to maximize your training

dollars after the employee training program has ended. It is an important component of the training plan and provides a high return on your training investment. When your managers and supervisors attend this course, they will have the skills they need to reinforce the behaviors and techniques their employees have learned in the training.

The course will provide your managers and supervisors will the skills they need to:

Observe and document employee performance Prepare for the coaching session Facilitate powerful coaching conversations Gain employee commitment Create developmental action plans Change behavior and improve results

Training Topics• Customer Service: What It Is and

What It Isn't▫ What Do Customers Want?▫ What is Exceptional Customer

Service▫ Customer Satisfaction vs.

Customer Loyalty▫ Empowering Employees to Say

Yes▫ Turning Employees Into Owners

• Mastering the Telephone▫ Professional Telephone Etiquette▫ Screening Calls and Taking

Messages▫ Hold and Transfer Procedures▫ Closing Conversations▫ Handling Calls from New

Customers•

• I Hear You▫ Building Trust and Rapport▫ It “IS” What You Say, and How You Say It▫ Listening▫ Asking Questions▫ Speaking the Customer's Language

•• Getting to Yes

▫ Making Powerful Recommendations▫ You are the Expert▫ Solving the Problem▫ Overcoming Objections▫ Closing the Sale

• Bringing It All Together▫ Personalizing Customer Service▫ Oops, I Made a Mistake!▫ Taking Ownership▫ Dealing with Difficult Customers▫ Going Above and Beyond

Customer Service AuditsTelephone Audit• An audit of your customer’s experience with your

organization on the telephone will provide you with an overview of the current level of service being provided as well as identify gaps in service.

A telephone audit can be conducted via several methods: By placing calls into your business posing as a

customer By listening to recorded calls with actual customers

Customer Service AuditsRestaurant Audit• We will send a mystery diner to your restaurant to

provide you with a report that details their dining experience. ▫ It will include their feedback on the service, the food as

well as their overall impression of the restaurant.▫

Customer Service AuditsStorefront Audit• How does your customer see your company when they walk

through the door? We observe, evaluate and report on yourcustomer’s experience when they visit your store.

Our Storefront Report documents the observation of thefront-of-shop activities, including all points of contact withthe customer from finding a parking spot and walkingthrough the front door, to transacting the business andleaving the building. Through observation, we identify anddocument the experiences of your customers and provide areport highlighting the good activities and recommendingsolutions for improvement where appropriate.

Customer Service AuditsMystery Shopping Services

• Our trained staff will visit your business and provide you with a comprehensive report that details their experience with your business. Areas addressed in the report will include:▫ The physical business premise▫ The quality of your products, services or food▫ The experience they were provided as customers

Customer Feedback ToolsCustomer Satisfaction Surveys

▫ Customer satisfaction surveys are also a useful tool for gathering information and testing whether your customer service is on target with customers’ expectations. Through discussion, we determine the size of the survey required, timing and goals of the survey for your company.

Customer Focus Groups▫ Unlike questionnaires and other forms of quantitative research, customer focus

groups provide useful insights into customers’ views and feelings about the service experience. We will facilitate the session and gather information from your customers to help understand the customer experience you are providing.

Customer Interviews▫ Customer interviews are a common mechanism for gathering the voice of the

customer. Customer interviews are usually conducted one-on-one with an individual customer or with a small number of people from the same business or family unit. They provide an opportunity to get in-depth information from a single customer.

Thank YouIf you have any questions or comments, or want to learn more

about the services we provide,please mail us

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