Coaching & Monitoring.001

Quality  Monitoring in Customer Service Webinar

Friday, August 9, 2019, 1:00pm ET – 2:00pm ET

Can’t attend live? We’ll send the recording out a few hours after the event.

Sign up now!

It’s time for a skill upgrade. Our next webinar is all about how to ensure your team delivers a consistent customer experience and the best possible experience.

Quality Is More Important Than Ever

In a world where people read reviews before choosing products, how do you ensure your teams are handling interactions consistently and positively? Every phone call, each chat interaction, and the words in emails can put your brand reputation at risk, or they can surprise and delight customers. No longer can you simply hope your employees are creating positive conversations and reflecting the essence of your brand. You have to drive consistency and excellence.

Join Me for a Service-Shifting Webinar

Our Quality Standards webinar is based off some of the work I’m doing with my clients. I can tell you that the level of frustration and procrastination expressed by my clients when it comes to designing a quality form, sitting down to give employees feedback, and learning to calibrate for consistency tells me that there’s a lot you have to explore and get good at to monitor contacts for Quality.

We’ll cover a lot, and there will be some work for you to do to achieve a quality form and program to apply to all your efforts to ensure positive and consistent customer interactions.

With the discussion and information from the webinar we are ready to get started and have even scheduled our first meeting to get it underway!

Debbie Riley, Former Consumer Affairs Supervisor, Giant Landover

Quality Standards in Customer Service Covers:

  • Correctly Develop Quality Standards AND Objectives to Put on Your Quality Form
  • Step-by-Step Microsoft Word Template for Crafting Your Quality Form
  • 9 Steps for Coaching Customer Service Employees (This method is fair, maintains employee esteem, and is fairly easy to pull off)
  • Scripts for What to Say When an Employee Disagrees with Your Feedback
  • Outline for Facilitating Calibration Meetings
  • A Packet of Sample Monitoring Forms We’ve Developed for Our Clients

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You’ll Have to Do the Work, And It Won’t Be Easy

A Quality Plan is much more than a form, even more than having employees listen to their own calls. Quality in customer service is your chance to prepare your employees to deliver the experience your marketing team says you provide. It positions you to identify issues before they become headaches. Quality coaching gives employees the feedback they need to improve and grow, and for those doing exceptionally well, quality discussions let them know they’re on track.

I can tell you that my clients usually think they have Quality covered, but they felt very challenged by the scope and minute details, developing a good quality form, coaching, and calibration require. I know you’ll appreciate this work as it guides you to a more focused quality form, actionable coaching meetings, and accountability through calibration.

Join Me

This webinar will be presented LIVE on Friday, August 9th, 1:00pm ET (and if you can’t be there live, sign up, and we’ll send you the recording a few hours later). I’ll make myself available to answer all your specific questions and help you design (or upgrade) your Quality Program.

Sign up now!

—Myra…

Friday, August 9, 2019, 1:00pm ET – 2:00pm ET

Can’t attend live? We’ll send the recording out a few hours after the event.

$299 per organization 

Register Now!

Your seminar has given me the tools to build {a} new incentive program.  I’m sure that my operators will appreciate the scoring process as well as the incentives.  I will appreciate the opportunity to be a better coach.

Jeri Chandler, Ivie & Associates, Inc.

 

Friday, August 9, 2019, 1:00pm ET – 2:00pm ET

$299 per organization 

Register Now!

Your satisfaction is guaranteed.

If you’re not completely satisfied with our web training, and the results our training brings, we insist that you let us know. We’ll help you make our training work for your employees, or we’ll eagerly refund your money.

“I really do love your webinars, Myra. They are very well done and extremely beneficial. I always find little helpful hints in your information.”

Kristy L. Bolen
Project Manager
Carlson Hotels Worldwide

Quality Management: Preparing Agents to Deliver a Fantastic Customer Experience Through a Well-Designed Monitoring Form and Effective Coaching

Friday, August 9, 2019, 1:00pm ET – 2:00pm ET

$299 per organization

Register Now!