Front-Line Service Skills

“We pride ourselves on customer service and innovation. We realized that our existing front-line service skills and call acquisition strategy and processes were cumbersome to both our associates and customers. As a result, we partnered with LSA Global to develop a new call acquisition strategy.

Together, we designed the new call flow process and trained our associates, resulting in an increased sales conversion rate, decreased average handle time and a higher level of customer service. Additionally, the clear expectations and accountability on each and every call has lifted our team’s overall performance.”
Greg Dunavant | Director of Customer Care Operations | Gas South

“My call handling time dropped from 260 to 230, and I know it’s because I have used the diffusing skills I learned in class.”
Customer Service Rep | Cardmember Services | JPMorgan Chase

Description:

Every interaction with a customer is an opportunity to connect in a way that builds loyalty and leaves a positive, lasting impression. Employees come into contact with both internal and external customers throughout the day. The service provider is expected to resolve customer problems and meet customer needs in a way that reflects positively on their team, department and the organization.

Connecting With Customers provides individuals with the skills and strategies needed to enhance each customer connection.

Objectives:

Define the role of a Customer Service Professional
Respond to difficult situations while ‘Keeping Your Cool’
Incorporate the Connecting strategy in all customer interactions

Outline:

I. Module One: The Customer Service Professional

Know the Five Key Service Expectations
Demonstrate the Customer Connection Model
Define the role of a Customer Service Professional

II. Module Two: Managing the Interaction

Implement the ‘Keeping Your C.O.O.L. Strategy’
Recognize the impact your body language, voice tone and choice of words have on customers

II. Module Three: Enhancing the Connection

Connect With Customers using a four-step strategy
Use listening skills designed to Build rapport, Defuse upset and/or angry customers, Say ‘No’ in a customer-friendly manner

Target Audience:

Front line to Executive level

To speak with an LSA Expert to learn about the customer service training – front-line service skills program customization and delivery options for your company, please contact us.

We partnered with LSA Global to help us provide the most effective customer service skills for our associates. Guided by our Promoter Satisfaction scores, we sought to partner with an organization that could provide customer service training and consulting programs for a diverse set of employees, communicating with customers via phone, email and in person, and with varying levels of knowledge and tenure. I’ve already gotten emails from customers saying that they’re seeing a change.”

Radiology
Field Service Leader

We engaged with LSA Global to share best practices around Rapid Instructional Design and to develop, design, and deliver an session that taught our property owners the benefits of our Customer Loyalty program.

We found their experts to be collaborative, insightful, prepared, and nimble, especially given that the time frame for the project became compressed.

We look forward to continuing our strategic partnership.

Annmarie Fairweather
Vice President Brand Service

We were all very impressed with LSA’s call center consulting efforts and extremely satisfied with the recommendations. Our intention is to take the many recommendations and implement them in our Call Center.

Ron Shell
SVP Business Development

We engaged with LSA Global to train our Call Center Customer Service Managers and Team Leaders how to be effective coaches. We wanted our CSMs and TLs to be able to conduct the “hard” conversations around performance, to create a coaching environment that encourages our agents to be self-motivated, and ultimately to create a better experience for our consumers. LSA’s facilitator was able to tailor the content and deliver it in way that really demonstrated a deep understanding of our needs and left our CSMs and TLs wanting more!

Jane Pearson-Wray
Continuous Improvement Manager

I want to personally thank you. The effective presentations skills and leadership coaching exceeded our expectations.

You gave our consultants practical tools and insights they could walk away with and immediately utilize.

Thank you for being so professional, yet fun, to work with.

Jennifer Morgans
VP Customer Experience

Having gone through many leadership development programs it can be said that my approach was reasonably skeptical at first. The analyst in me has concluded it was your method; which was almost conversational and so cleverly delivered I initially missed it, which is the mark of a great facilitator.

In the program several leadership tools were employed, props such as the familiar movie clip, interaction games with peers; the text and reference guides, the analysis and profile of team members by peers and facilitated conversation to name a few. These tools, created scenario based, referenced learning that could be immediately translated into the work place. That coupled with the follow-on coaching sessions have been the key to the development. I am pleased to have attended the LSA Global Program and even more so feel privileged to have had you as teacher and coach.

Edison Stephen
VP Customer Service

We engaged with LSA Global to support our Customer Service Improvement initiative to develop and enhance the awareness and importance of good customer service within our Corporate Business Services group. We wanted to deliver a solution that would positively influence and shape internal behaviors and customer behaviors.

LSA Global, through their partnership process, demonstrated their value proposition. By first understanding our desired outcomes, only then could an effective solution be designed and delivered. Their consultant was well prepared, engaging and really drove a cross-functional, multi-level audience, to see a “basic” concept in profound and impactful ways. We will look to LSA Global for these and future needs.

Stanley Newman
Customer Service Manager

We needed a way to improve customer training. We had to reach a disparate group of people in a very short period time. LSA gave us a new training methodology and a better way to go to market with our customer training that improved their experience and our brand positioning.

LSA delivered exactly what we needed and exceeded our expectations. Thank you.

Hinda Chalew
Vice President of Marketing