Customer service training for front desk interactions through one-on-one guidance, focusing on sales offices with low CS ratings, as per requests.
Our company has established a custom-made training system aimed at improving service quality, which is essential for promoting the basics of customer service (CS) and activities that lead to corrective actions for stores with low CS levels, particularly in response to requests. In the training, participants will reaffirm the meaning of CS in financial institutions and review survey results from CS monitors, focusing on understanding what true service is expected by customers. Instructors tailored to the participants' needs will provide guidance. [Training Content] ■ Sharing awareness of CS themes throughout the branch, conducting training as a unified team, and declaring the branch manager's commitment to CS actions. ■ A training program to enhance customer service manners and consultation response skills based on the results of CS monitor surveys, focusing on "what customers want." ■ A CS improvement program to enhance likability, led by former cabin attendants. ■ A role-playing program where experienced front desk staff act as mock customers to provide guidance. ■ Instruction on accurate information gathering and proposals/explanations that align with the needs desired by customers, elevating the service level. *For more details, please download the PDF or feel free to contact us.
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basic information
【Model Flow for CS Improvement Support Training】 1. CS Monitoring Survey - Conducting a CS monitoring survey for all stores 2. Results Reporting - Understanding and analyzing the current situation based on survey results - Identifying corrective issues for CS improvement * Items 1-2 will be conducted through the CS monitoring survey of financial institution sales offices in Section 2. 3. Training Proposal - Clarifying the knowledge, skills, and mindset required based on the current situation - Proposing a training program tailored to the actual conditions of the field 4. Implementation of Training - Conducting high-quality training by dedicated instructors 5. Results Reporting (Feedback) - Predicting the prospects for CS improvement through achievement checks, along with reporting remaining issues 6. Proposal for Step-Up Training - Proposing a step-up curriculum related to challenges and areas of weak acquisition 7. Implementation of Step-Up Training - Conducting detailed instructional training centered on role-playing, using equipment such as videos, along with a CS behavior declaration by branch managers 8. OJT Guidance - Follow-up guidance in the field * For more details, please download the PDF or feel free to contact us.
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Our company has focused on CS marketing in financial institutions and the CS monitor surveys that serve as its starting point. In addition to developing CS evaluation indicators, we conduct joint research to clarify CS levels, build a high-quality monitoring survey system, and provide training for store staff to correct and improve CS. The CS evaluated through our surveys is incorporated into the performance evaluation of sales offices as one of the indicators measuring the penetration of the headquarters' retail service policies, playing a part in sales office management. Please feel free to contact us if you have any requests.