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Home > News > Jun 2005 > 19-Jun-2005

Customer service training aims to raise the bar for competitors

3C Associates have run a series of training programmes for contact centre staff working for fleet management and driver helpline services provider AssetCo.

Karen Tucker, Customer Service Manager at Reading-based AssetCo said: "We know from the high scores in our customer satisfaction survey that we give good customer service, but we want to raise the bar for our competitors. We wanted our agents to be even more professional in the way that they handle calls and for team leaders to be monitoring this professionalism at all times".

3C’s managing director, Hedda Bird, explained the approach: "We worked closely with Karen and her team, listening to calls, looking at their processes and understanding the wide range of calls the teams handle.

"The initial programme focused on improving professionalism in answering calls, gathering information quickly and efficiently, and recognising customers preferred communication styles.

"There were 3 group training sessions over 3 weeks, supported by individual coaching calls for each participant. The programme was an immediate success; team leaders reported a noticeable improvement in calls before the training was even completed."

To support the frontline staff, 3C designed and implemented a coaching skills programme for the team leaders from the different helpline desks. During the programme the team leaders created a set of call standards and practised coaching employees to help them achieve the standards. Delegates also established a practical approach to help them monitor and maintain call quality.

Karen Tucker concluded: "To remain the winner in today’s market we know we need our Customer Service to go from good to great and 3C are excellent partners to help us achieve that."

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