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The airline wanted the relationships it was building with its customers to be as effective as possible, and to ensure that it was providing a high level of service throughout the whole customer contact process. Strong customer service has also been found to be important for compliance with current regulations.
The brief was to train and provide follow up support for 30 Field Sales Managers, who had previously received little or no management training. The objective was to create open, honest and strong leaders, who achieved results through their team.
We were appointed by our client to deliver a number of Unsurpassed Customer Service Programmes to its team members in the Cayman Islands in order to achieve its objectives.
We carried out a diagnostic for a major hotel chain and established: where enhancements could be made to the current sales ability, how to upsell and cross-sell opportunities could be taken advantage of, how to use more creative methods to engage the wider business population, a more effective lead planning process to increase time effectiveness when selling, which sales methods to use to remain ‘on brand’ and a more advanced style of communicating with customers to increase overall spend.
The Customer Management Centre of 400 people at a major financial services company spent an average of 12,500 man-days a year handling calls and yet, there was no continuous provision for the training and ongoing coaching of Team Managers and Agents in respect of call handling.
We were appointed to work with the management team to deliver a skills and behavioural development programme to reignite the passion in the centre and start to build the fundamental skills needed at front-line operational level to drive successful sales results.
Cybèle was engaged by this high-end Retail Store to develop and refine understanding and skill in how to create appropriate impact over the telephone and face to face with their voice, body language and written communication through style and language, so they are able to confidently communicate the right message to all customers the team have contact with. The company wanted to improve the standard of client care and focus provided by each team member.
The outbound team needed to re-focus their current attention when talking to customers to identify how to engage customers in a two-way conversation and identify key “hooks” that could be explored in future calls. They also needed to be skilled with the right questions to generate productive responses from customers ahead of selling in the main features, advantages and benefits of the product. Cancellation rates and customer complaints were high and conversion rates are low.
