Improve Cus­tomer Expe­ri­ence. Improve Profits.

Do you want to improve the ser­vice you pro­vide your cus­tomers? How about improv­ing first-contact res­o­lu­tion, time to res­o­lu­tion, call han­dle times, sales results, and employee moti­va­tion? Our train­ing has been shown time and time again to impact all of these areas.

• Cus­tomer Ser­vice Train­ing (non-technical)
  
• Cus­tomer Ser­vice Train­ing for Tech­ni­cal Sup­port
  
• Cus­tomer Ser­vice Train­ing for Field Ser­vice Reps
  
• Tele­phone Sales Train­ing
  
• Up-selling and Cross-selling Train­ing
  
• Chat & E-Mail Eti­quette Train­ing
  
• Diag­nos­tic Trou­bleshoot­ing Train­ing
  
• Train­ing for Man­agers and Coaches
  
• Cus­tom Train­ing
  

Cus­tomer Ser­vice Training

Improve cus­tomer sat­is­fac­tion scores and busi­ness met­rics at the same time with train­ing for:

• Cus­tomer ser­vice representatives
• Tech­ni­cal sup­port engineers
• Field ser­vice engineers

Back-end rein­force­ment tools and ongo­ing coach­ing result in an aver­age improve­ment of 9.5%.

Sales Train­ing

At last! Sales train­ing designed with cus­tomer sat­is­fac­tion in mind. Boost sales 10–20% with sales train­ing for:

• Inbound and out­bound tele­phone or field sales representatives
• Cus­tomer ser­vice and tech­ni­cal sup­port rep­re­sen­ta­tives who need to up-sell and cross-sell

Coach­ing Training

No time to coach? Mak­ing It Hap­pen™ teaches team lead­ers and super­vi­sors how to coach and rein­force skill use while keep­ing ser­vice lev­els high. Par­tic­i­pants learn to cre­ate a pos­i­tive work envi­ron­ment and build a top-performing team.