Featured Service Leader
Increasing
Customer Loyalty
A Success Story From Sage Software
Situation
Sage Software, a leading software company that creates accounting and business management software for small to medium-sized businesses, was looking to improve their customer satisfaction scores. Although Sage Software was already providing excellent customer service and technical support to its customers—their customer satisfaction scores were at an impressive 82 percent—the managers at Sage Software wanted to reach a new level of customer loyalty, as well as get all technical support representatives SSPA certified and speaking the same customer service language.
Action Taken
Sage Software hired Impact Learning Systems to help them achieve their goals of higher customer satisfaction scores and industry-certification. Included in the SSPA-certification is Impact Learning Systems’ The Essentials of Technical Support Communication™ course, which teaches customer communication skills specifically designed for technical support professionals. SSPA-certification validates an individual’s learning in three critical areas:
1. Knowledge of skills and competencies that comprise exceptional customer service
2. Validation of ability to perform the competencies in a simulated environment
3. Confirmation of skill use on the job
Impact Learning Systems trained a pilot group for Sage Software and conducted a “Train-The-Trainer” class so that Sage Software’s internal trainer could go on to train the remainder of the company’s technical support representatives.
Results
The training programs implemented by Sage Software and Impact Learning Systems yielded exceptional results. Within two months of the training, managers at Sage Software observed a 15 percent increase in customer satisfaction scores, bringing them from 82 percent up to 94 percent. Sage Software calculates that they receive actual customer loyalty when their customer satisfaction scores reach 90 percent or better, so the company is now experiencing a notable increase in customer loyalty.
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