Customer Retention Training for call centers 

     Most defecting customers give no advance warning until they're ready to move their business elsewhere.  In fact, 90% of customers say that they're satisfied ... until a competitor makes a more appealing offer.  Improving customer retention depends on the ability of your call center staff to identify these customers and turn them around -- before they are permanently lost.    

    Major Media's Customers Saved, Customers Kept©sm  training and coaching process has enabled our clients' call centers to improve their retention of defecting customers by an average of 40%.  Click here for additional data on CSCK results. 

    The result of extensive original research, design, development and evaluation at call centers throughout the US, CSCK training enables front line employees and managers develop proven skills for:  
     
      • building customer loyalty, 
      • identifying and redeveloping accounts which are at risk of attrition,
       
      • preventing account closure,
       
      • reactivating dormant accounts.  
       
    For more information on the CSCK research, please see our "research" page.  Additional data on the topic of customer loyalty and retention is available in our reading room.  
  
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    TARGET AUDIENCE 
    Customers Saved, Customers Kept©sm  is intended for all employees with direct customer-contact responsibilities, especially those who regularly face customer retention issues such as: 
      • intense competition 
      • service cancellations
      • loss of customer loyalty 
      • price/value issues
      • merchandise returns 
       
    OBJECTIVES: 

    Participants will demonstrate the ability to apply the appropriate service, sales, communication, and negotiation skills to: 
     

      • Develop the long-term trust and commitment of customers who would otherwise leave.
      • Increase retention of customers who request cancellation of services.
      • Improve retention of customers who choose price over value.
      • Increase overall account profitability by retaining business that would otherwise be lost.
      • Improve customersí perceptions of your organizationís service quality.
      • Promote total customer satisfaction by enabling customers to better understand and appreciate what your product/service/company can do for them as individuals.
      • Improve their own motivation and commitment.
     
    PROGRAM DESCRIPTION 

    The Customers Saved, Customers Kept©sm   program consists of eight training modules, each approximately 3-1/2 to 4-1/2 hours in length.  Four of these modules comprise the Customer Retention Workshop for customer-contact employees.  The remaining four modules constitute the CSCK Coaching Workshop. The target audience of the Coaching Workshop consists of participants' supervisors, team leaders and managers.  

    CSCK training is designed to focus on the exact areas which are most critical to your organization and its customers. The workshops are built around a Core Module, which introduces the program's philosophy, process and models, and links these key elements to the participants' on-the-job experience.Additional modules (which can be tailored to your meet the customer challenges most critical to your organization) enable participants to use the models and skills in a broad range of applications and situations.  The remaining four modules constitute the CSCK Coaching Workshop. The target audience of the Coaching Workshop consists of first-line supervisors and managers. The Coaching Workshop provides tools for continual performance improvement through coaching and reinforcement of the skills their employees learn in the CSCK Customer Retention Workshop. Higher level managers are also encouraged to attend this workshop in order to better support and motivate line management in incorporating the coaching system into their job routine. 
    INSTRUCTIONAL STRATEGIES 

    The Customers Saved, Customers Kept©sm Workshops integrate behavior modeling with statistical behavioral analysis. The combination lets participants see how their skills measure up to the success model, and the precise steps they need to take to improve. All CSCK programs are built around a Core Unit which introduces the program's philosophy, process and models, and links these key elements to the participants' on-the-job experience.  

    Instructional strategies include video segments, highly participative discussions, small group exercises, and role play simulations with extensive individual feedback. Contrasting video models dramatize different approaches to a variety of retention situations, and help participants consider how they handle analogous issues with their own customers.  

    Role play practice sessions provide for maximum practice and feedback. Pairs of participants, equipped with audio recorders, play each other's customer in a variety of situations which are specific to your company and their jobs. Each pair privately critiques their own tapes and analyzes the impact of their behavior on the outcome of the scenario.  

    Participants measure their skill development, in terms of the CSCK statistical behavioral model, across several, increasingly complex, role plays. They use this information to build personal profiles of their skill development, and detailed Action Plans for ongoing improvement on the job. In the Coaching Workshop, managers learn to use the same profiling methods as tools for continual performance improvement. 

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