Our training programs are customized to meet your organization’s needs and cover a variety of different topics. During the initial consultation, Randi will meet with the leadership team to help identify areas of opportunity to improve the customer experience and recommend a program to achieve your customer service goals.
The training topics are presented as interactive and feature engaging exercises designed to make learning fun.
Customer Service Basics
This workshop provides the fundamentals of customer service and is intended to give participants the skills they need to properly interact and communicate with the customer. It is appropriate for new employees and can serve as a refresher course for seasoned veterans.
The workshop will address:
- Defining the customer experience
- What customers want
- Professional phone etiquette
- Building rapport
- Handling irate customers
Customer Service: Exceeding Expectations
Gain the skills needed to WOW your customers and turn them into raving fans. Participants who attend this workshop will learn how to create an environment that puts customers first and engages them to create positive word-of-mouth advertising for your organization.
The workshop will cover:
- Personalizing the customer experience
- Taking ownership
- Managing complaints more effectively
- Creating lasting relationships with customers
- Improving customer retention
Internal Customer Service
Learn how to improve service within your organization, increase productivity, and as a result, offer your customers better service.
The workshop will help your employees:
- Learn how what they do affects other departments in your organization
- Create interdepartmental service strategies that help rather than hinder
- Creating lasting relationships with customers
- Eliminate silos in your organization
This workshop provides your employees with the skills they need to professionally handle telephone conversations with your customers and prospective customers.
The topics covered include:
- Inviting greetings
- Active listening
- Responding appropriately
- Effective transfer and hold procedures
- Gathering information
- Closing conversations
Coaching for Continued Success
Maximize your training investment after the workshops have concluded. This will help your managers and supervisors to reinforce the behaviors and techniques their employees have learned in the training.
The workshop will teach managers and supervisors to:
- Observe and document employee performance
- Prepare for the coaching session
- Facilitate powerful coaching conversations
- Gain employee commitment
- Create developmental action plans
- Change behavior and improve results
How To “Book The Business”
This workshop is designed for service companies that want to differentiate themselves from their competitors.
It will cover how to:
- Build rapport with callers
- Uncover clues
- Make powerful recommendations
- Overcome objections
- Turn price shoppers into customers
- Book the Business!
Improving the Patient Experience
This workshop is designed to help medical and dental staff think like owners and hone the skills they need to delight patients.
Participants will learn:
- What patients want
- The difference between patient satisfaction and patient loyalty
- The intersection between social media and the patient experience
- Why a complaint is a four-letter word
- How to inspire your patients to refer you
Customer Service for Nonprofits
Customer service isn't just important in for-profit businesses. It can help or hurt a nonprofit organization.
This workshop will cover:
- Identifying your organization's customers
- Defining internal customers
- Communicating inside the organization
- The impact service has on contributions
This workshop is designed for Chambers of Commerce, their members and their employees. It will attendees:
- Identify what customers want and expect
- Differentiate your business from your competitors
- Transform your employees into “owners”
- Turn your customers into raving fans
- Keep customers shopping Local
What people are saying about us:
Recently we employed Workforce Development Group and more specifically, Randi Busse, to put on a seminar for us. We had in attendance reservation agents, dispatchers, accounting personnel, and our airport employees. We wanted everyone who "touches" our customers to attend. Randi made it very interactive by having them answer her questions and getting everyone involved. Along the way, you could almost see the light bulbs going on over the attendees heads as they "got it". Her expertise in the field was proven as second to none, she turned our rank and file into "owners". Her teaching and coaching techniques really got through to our staff. We may recoup this investment by the end of the week!
Personal-Touch Home Care of LI is a Licensed Home Care Agency located in Nassau and Suffolk counties. In the competitive home care industry, the need for exceptional customer service is an absolute necessity! Through our workshops with Workforce Development Group we were able to learn how Rant and Rave deal with their most difficult customer service challenges. Randi was very professional and personable. She was able to relate her Rant and Rave characters to every situation in a way that was understandable and relative to our business. Randi not only gave us the words to discuss poor customer service within our organization, but gave us the tools in how it should be fixed! I would highly recommend Randi and Workforce Development Group. The information and learning tools we received are invaluable as we continue to use them today!
I’d like to thank you for the time you spent with us these past few months. I think your program was extremely beneficial to our staff, and I know that it helped raise the bar on some areas where the level of professionalism may have been lacking. You made everyone feel comfortable and always kept the dialogue going in the right direction. I know that everyone walked away with more insight into their job and the company’s expectations.
Randi Busse of Workforce Development Group has been working with our staff for the past three months. She delivered initial training and has since been providing us with ongoing coaching to reinforce the skills. During that time, the level of customer service we are providing has improved dramatically. Randi created customized professional phone handling procedures as well as scripting for many of our typical customer situations. These procedures and scripts have helped our staff become better equipped to answer our customers' calls, and have helped with the conversion rate for selling our services.
We often get compliments from our customers about the level of service they receive from our company, and so much of that is attributed to the skills that Randi has taught our employees.
I would highly recommend Randi Busse and Workforce Development Group to any business that wants to WOW their customers. Randi has certainly WOW’d us!
Randi’s training was excellent. We are both pleased and excited with the results that we have seen thus far since the training of our staff. She worked with our team in both a group setting as well as in one-to-one settings. Her training focused on customer service quality and telephone etiquette. I would recommend Randi’s services to anyone that wants to achieve the highest possible customer service results. We look forward to working with her again in the future.
We engaged the services of Randi Busse and Workforce Development Group several times in an effort to raise the bar on the experience we are providing to our students. Her workshops are engaging, thought-provoking, and leave our staff with skills and techniques they can use immediately. The participants enjoy the workshops and walk away with a fresh sense of engagement in their jobs.
Your presentation was great and overwhelmingly positive. I took plenty of notes and felt the content you shared in the time we had was valuable. A good outline for a lot of further work. Even though I feel our staff does a good job and better than most, I know there is a ton of room for improvement and consistency. I’m going to use your book to expand on our training. Again the feedback from other attendees was fantastic. If anything many craved digging deeper on how to implement the basics and beyond. Randi, you know your subject and are a wonderful educator for our industry.
Thank you very much for going out of your way to meet with me. You helped me to understand the importance of answering my telephone in a professional manner each and every time. I appreciated most how prepared you were to deal with my specific problems. The way you focused in on my unwillingness to make every telephone call about the customer and not about me was a true revelation. I will recommend your expert coaching to anyone who wants their telephone skills sharpened by a highly skilled professional.
We recently employed Randi Busse of Workforce Development Group to deliver a series of training workshops to our front desk and management staff. The material that Randi delivered was just what we needed to hear to take better care of our patients. There are small adjustments that we can make that will improve the patient experience we are providing. Randi used real life experiences and engaged our staff and got their buy-in to these changes. We plan on bringing her back in periodically to reinforce the message. Thanks for a job well done.
Thanks for your training! We really needed a training on this topic. It was fantastic…we all learned so much from you! You are a great presenter. I would like to be on your mailing list for the monthly newsletters. I’m looking forward to reading them and learning more from you. My new favorite word is RAVE!