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
Telephone Etiquette
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
SHOP* Local
Service-Hospitality-Ownership-Pride
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:
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.
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’m very happy with the results that we are already seeing from having Randi come in and work with our staff. Her professionalism and knowledge of the proper customer service techniques was evident from the beginning. She worked with my staff both in a group setting and one-on-one giving them the skills they need to “WOW” our customers. She showed them how to do it and she gave them the confidence that they need to convert shoppers into customers. I’m already seeing positive results. I would recommend Randi’s services to anyone that wants to set themselves apart from their competition by the service they provide.
I run a manufacturing company that serves 10000 customers a year and has 120 employees. I was having trouble getting my employees to treat each customer as an individual. I sought out a company that could help me improve our customer service response. I found Randi Busse online and after the first call knew that she grasped my situation. Having her come in and work with my team and do follow up sessions with my management has proved invaluable. She has helped me change the culture of my business to what I have hoped for but could not achieve. I would highly recommend her as a resource to help you take your company to the next level.
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!
Randi delivered a customized workshop to my employees on how to improve the experience they are providing to our customers. As a result of the time they spent with Randi, my employees are more engaged and committed to delighting our customers. It was a worthwhile investment as I hear my employees using the skills she shared with us and I am already seeing positive results. I recommend bringing Randi in to work with your employees if you want to improve your customer service.
Randi Busse of Workforce Development Group recently completed a series of training and coaching sessions with our employees designed to improve the way we take care of our customers. The sessions were scheduled at the end of the day so as not to interfere with us servicing our customers. The training and coaching were customized to our business and included role-plays of actual customer scenarios. I’ve seen an improvement in our service levels already, in addition to increased confidence in our employees’ ability to provide outstanding service to our customers. Another benefit is better internal communications with my employees. I recommend hiring Randi and her company to help create a culture of ownership among your employees. That has helped us improve the service we are providing our customers.
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.
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.
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!