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:
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!
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!
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.
Thank you for the informative and useful workshop to brush up my team's customer service. Everyone was able to take away many points, but most importantly were excited to implement at least one item into their sales or service routine. No matter how many times I sit through one of your presentations, I still continue to learn. Although you state customer service is common sense, it is great to be reminded the importance of our customers. We look forward to working together soon!
Randi came in and delivered a customized customer service workshop to my employees. She taught them the proper way to answer the phone, how to build rapport, how to speak to our prospective and current customers, how to ask the right questions, and how to assume the sale. She is an excellent trainer and made the learning fun. My employees were able to implement what she taught them very quickly and with great results. I would recommend Randi to any company that wants to hold on to their customers!
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.
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!
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.
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.