Customer Service Financial Decision Making

Course Objective:

This course covers customer service decisions as they relate to the financial statements. Participants will be able to better understand and communicate the financial aspects of their company. Participants will be able to better handle customer questions about their changing industry and in turn will increase customer satisfaction.

Some Key Deliverables:

• Understand the future of customer service - call centers, etc.
• Learn 5 (1-minute) speeches to deliver to your employees and customers on competition, customer service cost structure, outages, marketing, reliability, price and other topics.
• Understand the impact of customer service on the "Bottom Line".
• Learn industry changes like shifting the ratio between incoming and outgoing calls.
• Be able to read your company's annual report and compare it to others.
• Understand why the industry is changing the ratio of incoming to outgoing calls.
• Learn how to structure customer service decisions to improve your financial options.
• Learn how to see the "Big Picture" and how you fit into it.
• Learn 6 actions each employee can take to help the company and their job security.