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The ROI Academy™

Training Delivery

Management Voice

TRAINING PROGRAMME DESIGN - FINANCIAL SERVICES   Customer Service Training

TRAINING PROGRAMME DESIGN - CHALLENGE

“We know we need to improve Customer Service skills, but the team are already overworked and very stressed”

TRAINING PROGRAMME DESIGN - RESEARCH & ANALYSIS revealed:

•   Customers in highly emotional situations
•   Customers who don't want to hear ‘bad news'
•   Employees who don't want to give ‘bad news'

TRAINING PROGRAMME DESIGN - EXPERIENCE

•   1-day programme changes little

•   Multiple interventions essential
•   Winning hearts & minds critical – employees need to believe it is better to hear bad news that have false hopes
•   Learning in the medium in which you will deliver (e.g. phone training) makes a big impact on results

TRAINING PROGRAMME DESIGN - APPROACH

For Frontline Customer Service Staff - customer service skills training       

•   Phone Delivered Training™ in multiple short phone training sessions   
•   Practical workbooks for each delegate    
•   Focus on long term customer benefit of giving a clear answer first time
•   Special help with handling distressed or angry customers   
•   Building up of assertiveness skills

For Supervisors

•   2 day supervisor training programme a few weeks apart - classroom based
•   Detailed review of desired new behaviours from front line staff

•   Focus on coaching skills to support new behaviours
•   Video practise in giving feedback

TRAINING PROGRAMME DESIGN - IMPACT

• Huge impact very quickly               

• 60 % increase in first time resolution

• 80% reduction in written complaints           

• 30% reduction in escalations

• Estimated 600% ROI in training in three months as supervisors now able to be deployed elsewhere

TRAINING PROGRAMME DESIGN - ROLL OUT

Key customer service training programme elements

•   Clarity of call purpose               
•   Increasing assertiveness

•   New call structures to bring clarity             
•   Supervisor training providing support and coaching skills

Now rolling out across the business, adapted into each team's specific situation and current customer service skills

TRAINING PROGRAMME DESIGN - FEEDBACK

•   “Fantastically effective customer service skills training – learnt more on these short phone training sessions than in a typical classroom day”  Customer Service    Delegate
•    “The supervisor training programme was the best training I have ever had. I've already started applying the skills  – the video session really built my confidence.” Supervisor
•    “Very pleased – the customer service skills delivered so much more than we expected and so quickly - A great blend of phone training and classroom training.” Client