We would be delighted to help answer your typical or tough service-related questions. Below are some questions that other clients have asked us lately.
To submit a question, write to us at customizedtraining@prosource.com!

Q: Why is a customer service orientation important to my organization?

A: Virtually every organization operating today provides customers with a “commodity” – whether it’s pencils, software, cars or lumber…customers tend to buy your product or service using price as the deciding factor. If you are relying on the prices of your product or service to attract customers, it can be a race to the bottom – there is always someone willing to go lower.

When you provide outstanding service, your customers have an incentive to return and do business with you again. This means your organization spends less to gain new customers, which is a cost savings to the bottom line.

Additionally, returning customers are less likely to be influenced by the temptation of lower prices – and they can help you market efficiently by spreading the word about you to their friends and colleagues. Again, this benefits your organization because loyal customers will spend more with you, versus your competition.

Providing customers with excellent service and a positive experience isn’t just a ‘nice’ thing to do – it’s a source of competitive advantage to your organization.

Q: How will your training help us develop a customer service orientation?

A: People get comfortable with themselves and how they relate to customers. Our training offers an engaging, emotional experience that helps people examine how they behave and offers opportunities to develop new perspectives and interactions with customers.

We work hard to help students understand the changing landscape of customer expectations, and give them the skills they need to respond appropriately to customer needs and concerns.

Q: Do you offer customer service training in an online format?

A: We believe in the power of in-classroom learning. We have over 25 years of experience creating robust classroom learning experiences for thousands of adults. The emotional impact of a classroom experience is difficult to duplicate via online methods, so our initial training is always in a classroom.

However, there are a wide variety of tools that can be used to reinforce and extend the classroom experience, including written management support materials, online activities and group or individual coaching.

Q: We’re a non-profit organization. Why should we be concerned about providing good customer service?

A: Every organization today is coming under increasing scrutiny regarding effective operations and service, including non-profit and governmental organizations. Many are unexpectedly finding out they have to be concerned with the rate of returning customers, as well as meeting the increasing expectations of donors or taxpayers.

Donors and taxpayers want to know that their funds are going to organizations which work hard to effectively use the resources they have available. Customer service training helps organizations meet these higher expectations.

Q: My team works a variety of different shifts. What kind of training options do you provide?

A: We can offer training in either your location or ours. We can come on-site to your location, or you are welcome to use one of our state-of-the-art training facilities around the Twin Cities.

We offer customized training that is targeted to the specific needs of your organization – including different shift schedules. We work with you to design a tailored training plan to provide your team with the training needed.

Q: What is the benefit to having you design a customized training program for us, versus attending one of your public classes?

A: Every organization has specific issues, industry concerns, terminology, etc. which our customized training program will incorporate. The training has increased credibility and impact because we spend time in your organization, talking with your people, learning about your unique needs.

The final training materials are infused with your issues and ideas. This approach to training helps your employees connect with the material, adopting the principles and making them their own. In turn, you have a greater rate of return on your training investment.

Our public classes are a more general overview of customer service concepts and skills. This training is a great introduction to customer service concepts, but will have a more limited impact because it is general in nature.

Q: What do you charge for training?

A: The individual rate for our full-day public class of Customer Service: The Competitive Edge™ is $150.00 per student – less than the price of many competing workshops. In addition, groups of 10 or more are eligible for a discount off of that price.

Our customized training is priced per project – since every organization has different needs, the final product will unique to that group. Our pricing reflects the level of complexity and detail needed to accomplish the results desired by the organization.

Q: So, would a customized program be cost effective for us?

A: For many organizations, the answer is – ‘definitely.’

On a per person basis, pricing for customized training often means you will pay less than $100.00 per student – including learning materials and location costs.

Q: We’ve tried customer service training before – but it didn’t seem to have much of an impact. How is your program different?

A: Single day classes have their limitations. No matter how good the training (and we think our training is very good!), a single day of training is not enough to build new skills and reinforce new behaviors.

In response to these concerns, a number of years ago we created our Management Support System as a tool for managers and supervisors to leverage and extend their training investment. The Management Support System is a series of follow on modules that reinforce each classroom concept.

The modules can be used in staff meetings, in one-on-one coaching sessions or small group settings. Designed to be used by managers or supervisors with no training background, they are perfect for building a customer service-centric culture.

We also offer follow-on coaching for managers and supervisors as they work to implement the Management Support System and The Competitive Edge’s principles within the organization.

Q: What if we want to use your materials but use our own people to conduct the training?

A: No problem! We offer a Train-the-Trainer option to build the capacity of your organization to train The Competitive Edge internally. Our customizing process provides you with the results you need.

Q: How will we know the training is working?

A: The short answer is “ask your customers”! However, return on investment is a realistic concern. We offer an online training assessment that can be used to measure customer service skills both before and after training. This tool helps you validate the training and provide feedback to senior managers.

Please call us today to see how we can help you create exceptional experiences for your customers.
651-523-1089