Our Customer Service Training Methods

There are two fundamental principles that need to be understood to implement better levels of customer service. It is these principles that guide the customer service training we design for our clients.

The first principle of customer service improvement; employees must want the customer to have an enjoyable experience.

– Employees must be engaged and motivated to provide superior customer service. If people do not feel valued and do not respect the company they work for, they will not give great customer service every time, no matter how much training you give them.

The second principle of customer service improvement; if training is not followed up by coaching and feedback, less that 15% gets used.

- Customer service training courses do not make people experts at customer service. The training helps them understand what good customer service is. How they are managed and supported determines how consistently and expertly they apply what they have learnt.

What we offer

We work with our clients to customize customer service training, so that both employees and managers understand their role in providing service levels that have a genuine impact on customer loyalty and customer spend.

We spend as much time on helping the business manage employee engagement and improved customer service as we do on training the employees. This involves accurate diagnosis of you and your competition, in order to agree customer service strategies that will differentiate and delight.

How it works

We meet with you to agree how to get the best balance of employee engagement and employee skills. We design customer service training that will differentiate you from your competition. We run short, interactive courses based on the exact standards you want to see.

We then agree with you the support, coaching and feedback that is necessary so that skills are being used in a way that genuinely and measurably improves your business.

Why it works

It works because it is not just a customer service training course. It is a process that changes customer service levels by applying the following principles:

- Everyone has a responsibility to delight the customer

- Everyone understands the customer service standards and their importance

- People are coached and recognized for the effort they make

- Managers, not external trainers, are responsible for the customer service standards

- Training is the start of improving customer service levels, not the end of it

It also works because we understand that just satisfying customers does not increase loyalty or customer spend. We know that our customer service training programs will mean that you delight your customers, so that they are loyal, spend more and recommend you to others.

Where it works

Prosell has spent over 20 years in improving sales and customer service quality for a large range of customers, from single site retail environments to multi national, multi site contact centres.

From Harrods in London to Dell’s call centre in Penang – our programs have been used to give many organizations a reputation for great customer service.

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