CaseStudy -Customer Service Training

CASE STUDY

Customer Service Training

SITUATION

When a Fortune 500 company was experiencing huge industry shifts and changes in the market, executives were looking for a way to help their company and people get through without further alienation of their customers and employees.

THE NEED

They were experiencing customer relations problems as never before. Contact personnel needed to deal with their own stress, too. Industry shifts were making customers confused, hopeless and hostile. The workplace wellbeing of employees took a dive—along with morale and retention. They needed a comprehensive customer relations process that went beyond “smile-and-handshake” training.

OUR SOLUTION

The We Care Customer Service program gave frontline and support employees these capabilities. It was buttressed by the Coaching We Care program to help supervisors and managers continue the skills, attitudes and behaviors for the long-haul.

RESULT

Within 18 months, there was a significant increase in customer satisfaction and decrease in formal complaints. Employee satisfaction stabilized, too. Thousands more employees in this company were trained over a decade, and the program became a cultural cornerstone.

More about our "We Care Customer Service" program

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Customer Service Training - Customer Service Consulting

Manager and Employee Development - Team Building