Start improving
your customer-facing relationships today on each and every call: Ask The
Paisley Group Ltd. to develop a C.L.A.S.S.SM- based Customer
Delight program for you.
Training
is key to operations, enabling you to get the most out of a critical resource - your
people.
The
Paisley Group Ltd. develops customized training programs for its clients, with the goal of
helping operations personnel develop the skills and judgment they need to meet everyday
challenges in their specific environment. Effective, modular training programs provide
operators with a solid grounding in the essential principles and maximum utility of
systems, data, and service, integrated with your company procedures and products.
We work with our clients on training programs in several ways, ensuring that training
makes the most of systems, data, and operations. We can design complete training programs
from scratch for your new systems, services, or operations. Or, new modules can be
developed to address specific needs (such as enhanced geographical knowledge). Existing
training programs can be analyzed and optimized based upon specific recommendations. We
can train your overall operator workforce, or can conduct train-the-trainer sessions.
Finally, we can augment training programs with measurement and observation processes for
ongoing performance management.
TECHNICAL TRAINING PGL has a
number of technical training packages available off the shelf. These focus on providing
operators with practices and protocols that drive accurate outcomes and efficient
call-handling. To support productivity and service objectives, technical training
practices must be synchronized with the systems and the databases they interact with.
PGL's technical training evolved from the work we perform to optimize DA systems,
practices and databases. For this reason, it has been proven over and over to provide the
skills and practices that fulfill and care for customers and support business objectives.
TRAINING TO ACHIEVE CUSTOMER DELIGHT
Communicating with C.L.A.S.S.SM
COMMUNICATING WITH
C.L.A.S.S.SM
C
=
Clarity
L
=
Listening
A
=
Aplomb
S
=
Showing Interest
S
=
Showmanship
All of PGL's quality and training
programs consider 3 stakeholders:
THE
CUSTOMER
THE OPERATOR
THE CORPORATION
To cause a culture change, training on how to delight customers must
improve operators' quality of work life and improve or maintain work time objectives.
Communicating with C.L.A.S.S.SM training is a
balanced approach which teaches communication skills that delight customers in ways that
will not increase operator work time coupled with call-handling skills which streamline
each and every call. C.L.A.S.S.SM also
teaches operators what mental attitudes and physical dynamics improve their overall
well-being. C.L.A.S.S.SM teaches operators
that being happy on the job improves their own lives and their customers call experiences.
In 1 large LEC which deployed C.L.A.S.S.SM,
the operators insisted that the customers got nicer!
So.. in the short span of one customer interaction, how can a factor
of customer delight be added to really set apart the service?
The answer: It is the customer's perception of service levels
that truly set apart any service. The key to making powerful customer impressions is
through enhanced-communications skills training for operators. When operators efficiently
fulfill a customers request (provide an accurate report), control the subtle call-handling
nuances of the call and demonstrate that they are engaged on the customers behalf,
customers can be delighted.
C.L.A.S.S.SM is a high-impact training
program based upon the concept that every call is an opportunity to delight a customer by
using newly acquired vocal instruments and enhanced call-handling skills. When operators
put smiles in their voices on every call, showing customers a high level of confidence,
competence and interest, customers' perceptions of quality and satisfaction increase
because good calls have been transformed into extraordinary ones.
C.L.A.S.S.SM is a one-day classroom-based
training course using a variety of theory, practice, and exercise techniques that train
operators on call control and how to control their attitudes and environment. It is based
on the actor/actress metaphor of being "in role" and "the show must go
on." Operators, like actors, have a role, a script, an audience and a voice that
should be trained to effectively communicate with their audience (their customers).
C.L.A.S.S.SM also includes a holistic
approach to maintaining operators' physical and mental well-being. The overall result is
operators who are professional communicators, feel positive about their jobs and their
roles, are expert call handlers and listeners (obtaining and processing call details more
quickly) and handle calls more efficiently.
C.L.A.S.S.SM consists of 5 sections:
Clarity
Concentrates on teaching operators how to be professional communicators.
Listening
Teaches active listening, memorization and processing skills to reduce searches per
request and operator work time.
Teaches operators to streamline calls via expert questioning techniques and numerous
active listening behaviors.
Aplomb
Teaches skills that demonstrate competence, confidence and customer care through effective
questioning, suggesting and identifying techniques.
Showing
Interest
Teaches operators how to effectively acknowledge and use their vocal instruments to give
eye contact over the phone.
Showmanship
Puts the whole package together and sends graduates out for their debut.
The under-pinnings of PGL's training programs:
The C.L.A.S.S.SM training must be
purchased and implemented based upon PGL's training concept that culture, and not just
practices, needs to change to ensure that training is embedded and is not just perceived
as the 'program of the month'. Where trainers buy into the training and are certified as
qualified Instructors and supervisors are trained to become more effective Coaches,
culture change does occur. For that reason, the following Training Modules must be trained
to the Trainers and Supervisors in every call center receiving C.L.A.S.S.SM training.
C.L.A.S.S.SM and How to Train C.L.A.S.S.SM
C.L.A.S.S.SM and How to Coach C.L.A.S.S.SM
Note - PGL Coaches are on-site as operators exit C.L.A.S.S.SM
training to assist the clients Supervisors and Coaches in observing and providing operator
feedback. This helps them become more confident and effective in their coaching skills.
