Training

Effective and timely training is not only critical to the establishment of good customer service procedures, it’s also critical to the reinforcement of good practices. Exceptional customer service creates loyalty and can give you the edge over your competitors; it can make the difference between losing a long-time customer and making a long-time proponent.

The customer service culture within an organization determines how personnel will respond to their customers, and whether or not they’ll “go the extra mile” to ensure customer satisfaction. In a highly-competitive and fluid industry, companies can’t risk losing their base because the first line of contact is ineffective, ill-informed, or worst of all, apathetic. Each contact provides the opportunity for a company to define itself through the image it projects – don’t throw away that opportunity; ensure that your customer service staff is prepared to provide exceptional service.

CSS offers Customer Service training in the following areas:

  • How to provide customer-focused service
    • Projecting a positive attitude
    • Honing communication skills
    • Developing product knowledge
    • Knowing your customers (and what they want)
  • How to sell
    • Up-selling
    • Cross-selling
  • Regulatory Issues
    • CARE
    • CPNI
    • Current hot button issues
  • Tariffs
    • State
    • Federal
    • Local

All of our training can be customized to your specific needs, and can be presented in a group setting or in a one-on-one environment.