The Complete Customer Service Training Pack
A new learning experience by Learning Delta
The complete customer service communication skill set in one compact training bundle. Easy implementation, no downtime, fast results. new!
Introducing: Learning Delta CS. A clear and complete learning solution at the heart of your customer service.
LDCS is a single clear approach to match all customer service challenges. A new learning experience designed by Learning Delta. It is a combination of short interval training and on demand coaching.
What’s new?
the complete, not the complex learn what you need, when you need it Yes, our modules cover all skills a customer service professional needs. Luckily, there is no need to study 700 pages. All modules easily adapt to the needs of your company and the level of each individual.
no training days coaching & learning while you work Our coaches support you while you work. This minimises impact on the staffing schedules. Also, getting direct feedback when you need it the most makes learning more effective and rewarding. Training is kept to a minimum: strictly short sessions with small groups.
designed for all service professionals on the phone & in the field LDCS is designed for every service professional who communicates with a customer. Whether it is by phone, e-mail, chat, or face to face.
& they lived happily ever after first restore the relationship, than fix the problem When your phone rings, it might be bad news. The good news is that LDCS gives you simple techniques to change the tone of the conversation and end on a high note.
one team, one voice how to become the company LDCS makes sure everyone represents the company in the same semantics, the same professionalism. Create a recognizable service mentality in line with your cherished image.
measurable results prove your progress Measure results and act accordingly. Precise and no waste investments. Check lists, coach reports, recordings and scores provide a unique management tool. LDCS includes certification on KPI’s.
sharp price an offer you cannot resist Want to know our daily rates? Please send us an e-mail for a personalised tender or call us at +31 (0)527 76 90 50.
As much as we love new business, the true corner stone of every company is the returning customer. And like in any healthy relationship: communication is key. We cannot tell you what to say. We can help you make it sound better. LDCS contains carefully selected costumer service communication trainings, divided in comprehensive modules. 3
content
first line modules phone, e-mail & chat 1 professional & customer friendly communication 2 effective and efficient customer contact 3 dealing with emotions 4 commercial awareness 5 professional e-mails
second line modules face to face in company contact 1 dealing with emotions 2 situation analysis 3 customer contact 4 actions & agreements 5 problem solving 6 restoring the customer relationship
10
success factors
1. log book Measure your goals & results in a personal logbook and keep management in the loop.The book helps you navigate through the modules and includes check lists and time tables.
2. learning guide All required knowledge in a comprehensive Learning Guide. The guide matches the coaching checklist.
3. prep work Preparing each module raises awareness and improves concentration.
4. small group training Short 0,5 day sessions with small groups grab full attention and minimise impact on daily service level.
5. live coaching Coaching sessions that focus on recent contact cases: client calls, recorded phone conversations or e-mails.
6. knowledge tests Basic knowledge & skill tests.
7. personal growth plan From module to module, the coach will review results and set new goals to ensure continuous quality and growth.
8. results indicator All behavioural anchors and criteria are measured with checklists and test scores. These pin point the individual coaching needs and show progress in time.
9. management updates The manager is periodically briefed on the progress of the participants.
10. certification Certification based on key performance indicators.
No expensive training days. Fast & effective coaching on the job boosts both motivation and performance. A unique and elegant solution. LDCS applies short interval coaching sessions. Coaches work with online recordings, recent chats or e-mails, role plays or STARR-interviews. They also accompany field agents on a service call. This enables them to pin point a participants particular needs and coach on demand. Learning Delta can provide coaches but can also train coaches within your own organisation. The benefits of the LDCS coaching concept in a nutshell:
1. minimal training costs Getting people off the floor for long training sessions is expensive and complex in planning. Our coaching concept keeps all hands on deck.
2. maximal transfer Experience is the best teacher. Our coaching concept keeps people engaged in the learning process: new skills are directly put into practice.
3. precision coaching Everybody has different needs, talents and qualities. Coaching on demand is a precision instrument in a highly personal learning approach.
4. long term scope In the long term, short intense coaching sessions are more effective than one long day spent in class.
Optional: choose your coach.
Work with Learning Delta coaches, or choose to appoint your own coaches. Training an internal coach adds valuable knowledge to the organization. It enables long term ownership of coaching quality levels. There is one pitfall however: The technical knowhow of the manager will trigger an automatic response to what is being said, rather than to how it’s been said. The coaches of Learning Delta focus purely on communication skills. They strictly follow up the soft skill training to maximise the transfer. Attention to personal progress ensures a long term ascending learning curve.
sound interesting?
Learn how LDCS could benefit your customer service. Please send us an e-mail for a personalised tender or call us at: +31 (0)527 76 90 50.