Coaching, Consulting & Training
for High Value Personnel

What Others Are Saying

I often get requests for you to conduct the training.  I know that when I schedule you to facilitate our leadership programs that you will perform your duties in a consistently professional manner.

Juette Bingham, Training Director

Client Results - Superior Customer Service

*Note: our work is customized to each client's needs and specifications. These results are meant to provide examples of how we work with our clients and what they then achieve. They are not meant to display a "set" approach, nor do they necessarily detail all of the results achieved by this client.

Situation / Need

Our client was one call center for a large data services company. Their Customer Care associates were spending much of their time handling repeat complaints for the same issue (e.g., billing).

Our Intervention

As part of the Performance System Analysis (a standard component of most FSTD interventions), management identified a key performance system issue: they were measuring and rewarding Customer Care associates based upon the total number of calls processed. With our guidance, they realigned the performance system to support number of issues resolved on the first call. We then trained their Customer Care associates in addressing customer complaints thoroughly and expeditiously.

Results

In less than three months, the client had reduced repeat calls for the same issue from 70% of daily call volume to less than 25%.

Is improved Customer Care one of your priorities? Contact an FSTD associate to discuss World Class Service

2379 Merluna Drive, Lexinton, KY 40511
Phone: (800) 870-9380

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