Case Studies - Increase Customer Loyalty
Large life insurer improves service quality and employee quality of work life.
The company's phone-based customer service representatives (CSRs) handled customer claims that were often adversarial, resulting in high stress for both the customer and employee, harming customer loyalty. The company wanted to improve CSR's communication skills to reduce stress and increase customer satisfaction.
BUSINESS NEED:
Provide call center staff with the "survival skills" to handle these calls professionally, improving the service experience and decreasing their own work-based stress.
RIDGE SOLUTION:
Ridge delivered a one-day Essential Service Skills workshop (now titled Service Excellence Skills) that enabled CSRs to quickly reduce customer's tension—while managing their own—and to identify and respond to the core problem.
CLIENT RESULTS:
The training was so well received that Ridge certified the client's trainers to deliver the session. It has been a cornerstone of their service training for more than 15 years.
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