How confidently and accurately can you answer these two questions:

• How engaged are your customers?
• How engaging is your staff?

If you can't prove that your customers are truly having compelling experiences, you need customer service planning by Interaction Metrics. With customer service planning your associates will know how to:

• Brand customer service and inspire customer engagement
• Make compelling upsells
• Match products to customers’ interests

Our customer service planning and training modules can include video and audio demonstrating ideal scenarios for each and every type of customer interaction. Unlike generalized customer service training programs, we incorporate persona-driven secret shopping enabling us to draw on specific examples from your real life customer interactions. As a result, customer service associates leave our customer service planning sessions knowing they've gotten objective, evidence-based feedback.

If you think you've got the training part down, we also offer customer service planning in the forms of chat guidelines, call scripts and interaction templates. This gives your customer service associates the exact right branded statements to use.

You're already paying reps to interact with your customers. Why not make those conversations exceptional? Let’s discuss how our customer service planning converts customer service into a true business asset.

Who benefits from Interaction Metrics’ content-driven customer service training?

• Specialty and High-End Retailers
• Medical Practices: alternative, traditional and elective
• Companies with external or internal call centers
• Big Box Stores: electronics, sporting goods, etc.
• Restaurants: chain and individually owned

The Usual Approach to Customer Service Training

But what about the usual approach to customer service training; is there a problem? Yes, and here's why: The usual approach is general and motivational but does not detail exactly how you want your associates to engage with customers. Without those details, your lower paid workers will decide (consciously or not) how your brand should be communicated. While certainly some associates will make great choices, no two reps will present the same brand image, and this inconsistency undermines your brand and core objectives. But with Interaction Metrics’ customer service planning you’ll get associates improvising around repeated, focused themes and this gives you the best kind of customer service outcomes. Let's discuss customer service planning and we can even show you how we’d brand one of your company’s interactions.