Customer Service Article:

Baker Success Packages for Customer Service Drive Skill Retention, Reinforcement and ROI

Seen from a certain perspective, everything you do in your organization is rooted in customer service. There is not an interaction that takes place – both internally and outwardly – that can’t benefit from understanding how to work more effectively to understand the needs and meet the expectations of those around you. Even if you are not a sales organization, your people are still interacting with other people, and when they have the skills to excel in this area, your entire organization will benefit. Because there is so much riding on the way your people interact with customers and others, companies are constantly on the look-out for training options that will help their team members increase their effectiveness. The challenge is to find training that will be worth the investment of time and money.

The rule of thumb across the training and skill improvement industry is that the best you can expect from a training event is that participants will retain at best 20% of what they learned. This doesn’t mean there is necessarily anything wrong with the training. No matter how effective the training curriculum might be, without a clear plan for retention and reinforcement, most training participants will gradually gravitate back to the way they were doing things before they attended the workshop. That is why we have developed our proprietary Balanced Performance Improvement (BPI) program that rolls Performance Training, Performance Coaching, and Disciplined Execution into several powerful Success Package options to help team members develop the relationship management “muscle memory” that will help them achieve long-lasting success in delivering great customer service.

These success packages are targeted to address every skill gap most team members struggle with, including Understanding the Human Needs All Customers Have, Communication Skills, Managing Conflict, and using a Three-Step Interview Process to uncover the best options for addressing customer concerns. The great news is that since Baker Success Packages are deployed using a multi-platform delivery model that combines classroom, virtual, and self-guided modules, we can configure a Customer Service Success Package for you to fit any budget and accommodate any delivery schedule.

For more information on Baker Customer Service Success Packages, click here.