It’s All About the Customer

A stand-out classroom experience that gives contact center agents the basic understanding of the principles of customer satisfaction and how the contact center plays a critical role.

Agent actions directly influence the customer experience. Through ICMI’s It’s All About the Customer classroom course, agents will gain insight into how their role as the ears, voice, and personality of the company makes an impact on customer satisfaction and profitability.

In competitive industries, the quality of customer service received is as important as the quality of the product itself. Agents will learn that customer service is a primary driver of continued purchase and customer loyalty. Using a list of universal customer expectations, agents will identify and define each expectation, and how they can be used to increase customer satisfaction.

Agents will move on to define customer relationship management and grasp how it fits into a company’s business strategy. They’ll learn how CRM efforts can be guided through 12 key principles and how agents, as the ears, voice and personality of the company, are vital to the relationship building process. Through case studies and exercises, they’ll put the 12 principles to work.

Now that there is understanding of how customer satisfaction affects the entire company, agents will examine the three roles that they personally play in satisfying the customer. Agents will explore the concepts of wait time, call load, and accessibility. The lesson also includes the three driving forces of contact centers and how they affect service levels and quality. Finally agents will put all the pieces together to discover how they can personally affect service levels through adherence.

Designed for agents who are new to the contact center or who need a refresher on the importance and meaning of customer satisfaction, this course will help them:

• Understand how customer service is a primary driver of customer loyalty.
• Realize the value of customer service to the entire company.
• Grasp the concepts behind adherence and how it impacts the customer.
• Appreciate how agent skills and knowledge benefit the customer.

Course Length and Delivery Method

This course is delivered over one day in a classroom setting.

Course Materials

• Printable slides
• Handouts

Cancellation Policy

Please take a moment to read the cancellation policy.