- Customer ServiceHOME

Customers are becoming more astute with higher levels of expectations and less loyalty to a single supplier. A recent survey suggests that 85% of lost customers is because those customers believe the company does not care about them.

We have worked closely with many customer-interfacing businesses and have developed focused approaches to improve the people side of interactions and the quality of outbound and inbound call handling. This leads to increased sales as well as customer satisfaction.

You may have large numbers of individuals who need to be trained or their skills upgraded and our ways of working enables maximum impact across the organisation.

We do this by utilising our Interactive Training Assessment Tool (ITAT) system to establish specific training needs for groups within the business and then designing training solutions that address those needs. If appropriate we suggest e-based learning options.

At Changing Perspective we deliver and measure results to ensure that you can make a difference on your front line.

Typical areas of expertise include:

• Telephone techniques - inbound and outbound
• Excellent customer service
• Dealing with difficult customers
• Turning complaints into loyal customers
• Building rapport with clients
• Effective 'buddying' and coaching
• Managing and developing client accounts
• NLP and the sales environment
• Managing in a contact centre environment
• Performance management

Business simulations We also have an exciting computer based 'live' business simulation of a contact centre. Giving your managers and team leaders the opportunity to run the whole contact centre and learn the impact of their decisions, broaden their thinking and make mistakes without risk.