WHAT CLIENTS SAY...

A Senior VP of a national life insurance company calls our program “the premier customer relations program available.”

A customer service department Team Leader wrote, “We found the missing link. All the things we could list on paper were in place and working, but until our people learned how to build trust with one another, we couldn’t really make it go.”

The CEO of a national technology company commented, “This approach has given my people the ability to stay balanced under pressure and know how to interact professionally on a daily basis with our clients.”

A Senior VP of an international bank:

"If you ever, ever need a reference for your class - please use me.  We are still using your model.  Really, it has become a cultural cornerstone for us and the way we discuss work relations."

Following the training of more than 3,000 ground crew personnel of a major airline, an executive from that airline shared that travelers wrote and called the airline congratulating them on the changes the travelers experienced…
   ... “I don’t know what you did...but, you’ve

        changed.”
   ... “Your people are a lot better. Keep it up!”
   ... "I was flying [your airline] and my plane

         was delayed. I became angry & vented 

         at the ticket agent. Suddenly I realized

         that I was being handled in a very

         professional manner. I could tell these

         people had been properly trained.”
   ... “Wow, what service!”

A director of a national beverage company says, “This gives my analysts and service personnel the know-how and want-to for dealing exceptionally well with our distributors.”

CASE STUDY

A manufacturing executive contacted us about their front line service reps. They were receiving too many customer complaints. Their reps. were struggling with difficult, irate customers.

His people were, themselves, experiencing stress, and many lacked confidence in dealing with uncomfortable situations. "Morale is not what we want" it to be," he said—and that was reflected in lower than acceptable customer and employee satisfaction.

He told us he needed a way to show his service providers that the company cared about them, but he also needed to make a “culture change” so that the reps. “owned” customers’ needs.

His people needed to be consistently professional and to show customers that their company cared about them, even when handling difficult situations. "We need practical training, specific to our situation," he said.

Our customer service program gave them these capabilities.

 WHAT PARTICIPANTS SAY...

CLICK HERE to see an actual summary report of participant post-session comments.