Customer Service
Now more than ever, customer service is a key strategic battleground for many industries. Customers expect first class service, and if their expectations are unmet they can voice their dissatisfaction through social media and to their network of friends and family. Even worse, they may even churn to a competitor.
Therefore, it’s critical that your frontline people are highly engaged and customer focused. Digital learning is a highly effective and cost efficient method to bridge capability gaps to ensure first rate service resulting in significant NPS improvements.
Workstar has a track record of delivering proven, effective, and engaging eLearning strategies for blue chip Australian businesses, enabling them to meet their business objectives and become truly customer-centric organisations.
BUILDING EMPATHY, TRUST AND RAPPORT
Out training motivates staff to understand and feel how their attitude and actions impact on the customer experience and NPS
MANAGING OBJECTIONS
Objections present an opportunity to inform and advise customers, we have a formula for building this crucial capability
SYSTEM TRAINING
Achieve customer service excellence by allowing your frontline to practise systems processes and gain instant feedback in an offline environment
DEALING WITH DIFFICULT CUSTOMERS
Our solutions build skills around listening, absorbing and responding to upset and difficult customers to minimise churn and dissatisfaction
Culture & Onboarding
Research has demonstrated that disengaged staff are a drain on productivity and innovation, and can be a major hurdle to realising key business strategies. A comprehensive onboarding program is a highly effective method to combat high turnover and low engagement.
Our onboarding and induction programs help new employees learn and engage quickly, whilst embedding core company values, mission and personality to positively influence attitude and behaviour from day one. An organisation’s culture can be a source of competitive advantage, and is often the difference between winning and losing in a given market.
Workstar’s digital learning solutions are a proven and effective way to build a high performance culture, focused primarily around the customer experience and tailored towards operational excellence.
ONBOARDING AND INDUCTION
Exciting and highly visual induction solutions to engage and educate your new employees
CULTURAL CHANGE
Learning programs that address cultural differences and drive lasting change
CUSTOMER EXPERIENCE
Programs designed to improve the customer experience, focusing on addressing the root cause of problems
Sales
Buyers are becoming increasingly educated about the marketplace. Before they enter a store or sales environment, they have the resources to research and understand your products’ features and pricing, and also what the competition is offering.
Because of this, the modern salesperson needs to be highly focused on customers’ needs, possess a comprehensive understanding of each product and service and be able to connect with their customers authentically.
Workstar’s eLearning solutions deliver engaging and sophisticated digital content to motivate the learner, which ultimately drives long-lasting change. We have a track record of improving sales skills, translating to improved customer experience and loyalty, higher sales and profits.
INDIRECT SALES CHANNEL SOLUTIONS
Our mobile solutions for delivering product training and information, are game changing for businesses reliant on the performance of indirect channels
MANAGING OBJECTIONS
Objections present an opportunity to inform and advise customers, we have a formula for building this crucial capability
UNCOVERING CUSTOMER NEEDS & CLOSING
Our solutions emulate real life interactions with customers, allowing the learner to build capability and skills across different selling phases
DEALING WITH DIFFICULT CUSTOMERS
Our solutions build skills around listening, absorbing and responding to upset and difficult customers to minimise churn and dissatisfaction
Our Services
Our highly effective experiential Scenarios & Simulations embed best practice and dramatically improve the way your people engage with your customers and with each other. This ensures you foster a productive workplace, and ultimately, consistently satisfy your customers.
Servicing customers, closing sales, dealing with objections, working effectively together, learning new software, utilising CRMs and delivering a quality product are skills and behaviours best learned through experience.
NOW, our Just-In-Time learning app ensures your team members always have the comprehensive resources they need at hand, directly increasing their accuracy and productivity.
Just-In-Time is a flexible and truly mobile solution that encourages your people to stay engaged and confident in their choices, wherever they are – at work, travelling or preparing for a client visit.
Face-to-Face Simulations increases trainee participation and improves the effectiveness and consistency of your training by delivering the power of digital simulations and scenarios to your training room.
Making face-to-face training engaging and effective can often be challenging. For example, the strength and consistency of different trainers can vary, and some individual students naturally dominate classes, leaving other students behind. Likewise, role-plays are often unrepresentative of reality, and have the potential to be unnatural and awkward.
Our Learning Games add another layer of engagement to your training, integrating team competition, rewards, stories, and social learning which engage people more deeply and regularly with the learning.
Engaging people with learning can sometimes be challenging, not every topic is as engaging as you might like. For longer initiative based training it can be hard to keep people engaged over an extended period of time. Digital games are the solution using proven techniques that get people engaged and keep people involved.