Customer Experience = Aligning Solutions and Process
Your customer experience consists of them interacting with technology and people. That means for an excellent experience both of these have to be aligned to work as a symphony. Having your advisors receive lane training or sales training is a only a small piece of your customer's experience. Your customer experience is a combination of Digital and "People" experience. For the best customer experience, both have to be aligned in process, and training must occur so that the experience Is the best. Our training combines the digital and "people" experience to assure a great CX.Appointment & Greeting Process Installation and Maintenance
One of the most popular requested solutions we offer is the Appointment & Greeting Process Installation. We take a customer-centric approach with focus on the customer's experience. We know the challenges that your Advisors face daily, and the opportunities that they miss. Using the most up-to-date training techniques, we take your personnel to the next level by providing aligned processes that work and word tracks that leave smiles on your customers' faces. We offer a proven system that works and the Advisors see Results! |
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Customer Experience Process FAQ's
How important is it?
The reality is that we rarely train our customer facing staff. Typically when we hire a team member that is experienced, we show them where the computers are, how to log on, what to wear, what time they are expected to be at work, how to dispatch, etc. If we hire an inexperienced team member, we usually team them up with some other member to learn that member’s bad habits or give them factory training on-line modules to complete.
It is important that we invest our time, resources, and heart into training our Team members. The product that we offer is an excellent product of customer service that assures the customer's excellent experience. We are trusted trainers. Why would you not invest in the most important aspect of fixed operations?
Roadblocks
Many Service Managers have never been taught how to teach. Being able to connect with your staff and lead them to create excellent processes is key. If you feel uncomfortable teaching them and you are not sure where you would start then you need to seek outsourcing of this training. It is too important to overlook. Seek out reliable sources such as Service Drive Process to allow your advisors to flourish in this opportunity filled environment.
When Should I train?
Training should be consistent and on-going. Everyone can improve. And, many times when we look around a year later, we can see new faces in our department who have not been trained. To have a consistent product you need to have consistent training so that our customers have the best experience possible.
What training works best?
Training that happens on your service drive works the best. When the Advisors leave the facility for training how do you monitor what they learned? How do you hold them accountable for the training? Was the training session a respite from the daily rigmarole, and are we back to doing business as usual? When you have the advisors trained on site, you know what they are being taught and processes are actually installed that will help you assist you in getting to your goals.
How important is it?
The reality is that we rarely train our customer facing staff. Typically when we hire a team member that is experienced, we show them where the computers are, how to log on, what to wear, what time they are expected to be at work, how to dispatch, etc. If we hire an inexperienced team member, we usually team them up with some other member to learn that member’s bad habits or give them factory training on-line modules to complete.
It is important that we invest our time, resources, and heart into training our Team members. The product that we offer is an excellent product of customer service that assures the customer's excellent experience. We are trusted trainers. Why would you not invest in the most important aspect of fixed operations?
Roadblocks
Many Service Managers have never been taught how to teach. Being able to connect with your staff and lead them to create excellent processes is key. If you feel uncomfortable teaching them and you are not sure where you would start then you need to seek outsourcing of this training. It is too important to overlook. Seek out reliable sources such as Service Drive Process to allow your advisors to flourish in this opportunity filled environment.
When Should I train?
Training should be consistent and on-going. Everyone can improve. And, many times when we look around a year later, we can see new faces in our department who have not been trained. To have a consistent product you need to have consistent training so that our customers have the best experience possible.
What training works best?
Training that happens on your service drive works the best. When the Advisors leave the facility for training how do you monitor what they learned? How do you hold them accountable for the training? Was the training session a respite from the daily rigmarole, and are we back to doing business as usual? When you have the advisors trained on site, you know what they are being taught and processes are actually installed that will help you assist you in getting to your goals.
Criss Consulting LLC
