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Over a 5-year span, QTS worked with technicians from one of the nation’s largest telephone service providers to improve the quality of their customer contacts. Normally focused solely on the technical part of their jobs (i.e. “fix the problem and move on to the next one”), these technicians learned to appreciate the business value of positive customer contacts. And they discovered that providing great customer service actually made their jobs easier, rather than more difficult. Through live, instructor-led training, technicians focused on the finer points of making each contact with customers into a positive service experience. QTS even produced company-specific videotapes, using company technicians in situations with customers to add realism and learning impact to the training. This project was produced in conjunction with Innovative Thinking Inc., a California-based leader in customer service and leadership training/consulting. |
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