Richardson Launches New Web-based Service Training

Richardson Launches New Web-based Service Training

Philadelphia, PA - February 01, 2005 - Richardson, a leading sales training and consulting firm, today announced the release of two new Richardson QuickSkills™ Web-based training programs. Minimizing Transfers and Reducing Escalations are designed to help Call Center Agents minimize escalations and more effectively handle transfers to strengthen skills to improve customer satisfaction and build loyalty.

Today, customers want issues to be solved and questions answered in a single call. While most customers approach the Call Center interaction with a neutral or positive attitude, some customers can be negative, irate, and present a challenge for Representatives. Richardson created the Web-based training to provide Call Center Agents with consultative dialogue skills to quickly and effectively identify a client's needs, resolve issues, answer questions to minimize transfers, and decrease the number of escalations. These comprehensive, on-demand training resources strengthens customer satisfaction by: 

Defusing the customer's negative emotions
Positioning appropriate solutions that are customer-focused and matched to needs
Preserving relationships even when it is impossible to meet a specific need
Ensuring the customer has a favorable lasting impression of the company
Projecting professionalism and confidence with each client interaction

Richardson Media Contact: 215-940-9255 or info@richardson.com