Click on the topic of interest for related questions and answers. If you have a question not covered by our FAQ’s please email questions@customerserviceworks.com We will add your question to our list of FAQ’s for the benefit of our other customers.

General
Training
Consulting
Keynotes and Presentations
Submissions
Privacy

General

What services does Customer Service Works offer?

Training (modular-based or customized), consulting, keynotes/presentations, program development, coaching and facilitation.

Do you have experience working in the Call Centre industry?

Yes. Our Call Centre resume includes experience with:

• Implementation and design;
• All aspects of staffing including hiring, training, coaching, mentoring and monitoring;
• Reporting;
• Development and implementation of performance measures;
• Automated Call Distributor and Call Centre routing tree design;
• Hands on experience from the Call Centre Representative through to Manager levels; and
• Development and implementation of motivation programs (rewards and recognition).

Is there a cost for quotes?

No. We want the opportunity to talk to you about your needs and ensure our services will be a fit for you, not to “nickel and dime you”.

Do you have any products for sale?

We currently offer "do-it yourself" training packages.  Visit our products page for more information.

Training
Are your training programs standard?

Our training programs are customized to meet your individual needs. We do offer standard program outlines, however our philosophy is no two needs are exactly alike. We invite you to read through the outlines to identify those areas that are of interest, but from there we will work with you to create a program that fits.

What makes your services different than other customer service training organizations?

At Customer Service Works we believe training is not an event. Behavioural change occurs by providing knowledge and skills based on an individual’s readiness level. Learning is a progressive journey and our goal is to be with you at all stages of that journey.

Consulting
What is the “organizational value chain”?

Customer Service Works believes that becoming a true “customer-centric organization” requires commitment at all levels. The value chain identifies the connection between the organization, the employees and the customers. The strength at any link of the chain is only as strong as the previous link. Our consulting services examine your organization at any (or all) of these levels to assist in identifying areas that may be strengthened to provide a greater competitive advantage.

What consulting services do you offer?
Audits through to implementations
Customer focus groups
Process or policy design
Project management
Coaching
Facilitation

Keynotes and Presentations
I have visited the “Need a Speaker” page and wondered if there are other topics Customer Service Works would present on?

Please provide us with your contact information and we would be happy to discuss your needs with you personally. Visit our training page, as many of these topics can be customized as presentations.

Submissions
Can I submit an article to Customer Service Works?

Absolutely – we invite our website guests to share their expertise with others.

What types of submissions can I make?

The activity centre pages are full of submissions from people just like you. We encourage you to share the following:

Excellent (or not so excellent) service stories stories@customerserviceworks.com

Newsletter articles
editor@customerserviceworks.com

Training games
editor@customerserviceworks.com

Websites, books or articles that reinforce excellent customer service
editor@customerserviceworks.com

Quotes that have inspired you
editor@customerserviceworks.com

Are all submissions for content included?

If you have taken the time to provide us with content, we will try our best to include it. We will provide you with notification via email when your content is on the site, so please remember to provide us with your email address.

Privacy
Do you have a privacy policy?

Absolutely. We believe in respecting your privacy and providing you with credit for your submissions (if that is your choice). Click here for more information on our privacy policy and copyright information.