Customer Care Workshops
Because "Customer Service is the new Marketing" – Derek Sivers
Your brand's reputation for service precedes you. Globally. Or does it?
When you read your company’s support emails or listen to a customer phone call, you want to feel proud.
You want to see your team answer all the customer’s questions in one coherent, succinct email.
You want them to add a genuine personal touch so your customers feel special and cared for.
And you wish customers would self-serve more so your team was less stretched.
In a nutshell, you’re looking for…
- An outside view on what training you really need and what would be a waste of time & money;
- Help building a business case so you can get the budget you need for workshops, courses or coaching toolkits;
- A clear path to better service quality — whether that’s through improved responses, training your team to write better canned responses & self-service copy, or a revamped quality process;
- Consistently high customer satisfaction/NPS & low customer effort across the entire customer journey.
A surgical approach to training yields the best results
What you can expect from Surgical Customer Care Training
We weigh every word carefully (because your customers do, too)
We’ll do a deep dive on 3 full customer conversations from your team (under NDA or anonymised if you wish).
You’ll discover in full detail where templates and/or advisor behaviour are hurting the customer relationship, sales through service & first contact resolution.
We benchmark you against competitors
We’ll send queries to your 2 main competitors to analyse how they respond.
You’ll get pro insights into their handling of the queries that you most want to improve — which can help you build your business case for training, copywriting, new tools and/or more people.
We want to see how the sausage is made
We’ll come to your customer care office to shadow advisors and meet with key stakeholders.
If you’re a remote company, we’ll join your Slack or book video chats with your team.
We work based on evidence, not habit or myth
None of that BS “best practice”, “swipe and deploy” stuff that shoehorns your complex reality into lifeless cookie cutter approaches that rob your brand & setup of all life and power.
Instead, we’ll put your customers’ true needs and expectations at the heart of our work.
We're intellectual where it matters
We collaborate with you to reach higher than next quarter
You'll know exactly what to expect
We’ll summarise the results of our Innovation Session in one neat, easy-to-consume document (usually around 5-10 pages).
Once you’re happy with this plan, we’ll start creating your bespoke workshop.
You'll know exactly what the training achieved
Each workshop includes:
- feedback survey
- success measurement based on agreed KPIs
- evaluation session 6-12 weeks after delivery
Time and time again, 100% of participants would recommend the From Scratch workshop because it’s helpful and fun at the same time.
I wanted to drop you a note to say how fantastic the training was…
I’m not exaggerating when I say it was outstanding and extremely well received by all the agents and managers that attended.
They all came away with a new perspective on how to communicate with our customers and we will be ensuring that they live and breathe your guidance.
Tell us a bit more about your challenge. Then we'll know if we're the right fit for your team – and can help you unleash its potential.
