R3 Interaction
Targeted Audience:
Customer service, support, and sales representatives who have responsibility for customer interactions and transactions—either face to face or through telephone and other electronic communication. Also the managers of these individuals.
The Learning Process:
R3 INTERACTION begins with five one-hour webinars or a live, one-day workshop. With either delivery method, Acclivus recommends 12 to 20 participants to help ensure lively participation, personal attention from the instructor, and an optimal practice environment.
R3 INTERACTION Follow Through is a 20-day personal implementation plan that connects what participants learned in the working session with their performance on the job. It focuses on one skill set at a time, encouraging full application and self assessment for each skill.
Performance Objectives:
Upon successful completion of R3 INTERACTION, a representative should be able to consistently:
- Begin each service interaction by gauging the climate, connecting with the customer, and establishing a positive and productive tone and direction
- Manage the dialogue to ensure complete understanding of customer needs and expectations
- Probe to find the root causes of customer problems by using a proven, systematic process
- Identify and manage customer misperceptions, uncertainties, and skepticism
- Respond to demands in a way that strives to meet the customer’s needs while protecting the interests of the organization
- Conclude each interaction by summarizing the situation and prescribing the steps that will ensure that the customer achieves their purpose and meets or exceeds their expectations
“Our indirect sales channel is self-reporting that the individuals leveraging Acclivus are outselling their counterparts that aren’t using the skills by 2 to 1.”