Creating Customer Service Excellence
Service: Consistently meeting and exceeding customer expectations
Driving customer loyalty is not about coming up with new marketing messages or jumping through hoops when things go wrong.
It's about creating positive experiences for customers from the word go, through an endless string of needs understood and promises kept. At Forum we create learning opportunities in the classroom, on the job, and online that help achieve stronger performance and improve the results of your entire customer service organization.
Forum's customer service solutions address challenges facing organizations striving to create predictably positive experiences for their target customers.
The Path to Performance
We focus on business results. Turning your customers into loyal advocates of your company is the focus of all your service efforts. It's Forum's focus as well.
Developing a successful customer service organization requires an ongoing, strategically driven effort that integrates learning seamlessly with the job. Forum's award-winning service improvement systems target all members of the service team, from service representatives to service leaders to executives. At Forum, we help translate knowledge into efficient, focused actions. Our solutions are practical and proven. Your learning initiative will emphasize not only what to do, but how to do it --from understanding customer needs to developing customer-focused solutions to recovering masterfully from service errors.
Building a World-Class Service Organization
You fulfill your customer promise and turn customers into advocates through dozens of simple things done right, every single time. Forum helps you fully understand what your target customers value most and align your people and processes to consistently deliver on those values. We help you execute new service strategies, increase productivity, reduce time to competence, and drive sales through service channels while consistently meeting and exceeding your customers expectations.
Centrica Forum designed and delivered an innovative learning system that was a major step toward embedding a customer-focused culture within Centrica that raised the awareness and the capability of employees to meet the demands of a diverse range of customers. The program was rolled out to 18,000 Call Center staff and 4,500 service engineers located at a variety of sites. The result was a striking increase in the staff's customer satisfaction scores and a noticeable increase in their quality monitoring scores.
Kaiser Permanente recognized that increasing competition and costs made it imperative that they differentiate themselves through exemplary customer service. Forum implemented a comprehensive service excellence initiative, tailored to the Kaiser culture and addressing their unique needs. We rolled out training to more than 50,000 member-facing and internal staff, including a coaches program and a leadership overview to gain executive support. Results included a 5%-12% increase in member patient satisfaction scores (10% is considered remarkable by Kaiser) and reductions of up to one-third in member defections.
Forum draws on the following suite of customer service training modules to create learning solutions that address our clients' important business challenges.