The Performance Solutions GroupPromoter Creation Training ProgramTraining that Creates Promoters

Performance Solutions Group has developed a training/certification program for employees and their supervisors that provides them with the skills to create a Golden Touchpoint with each individual customer.

 This four-step relationship process includes:

  • Establish the Touchpoint (Set the right tone and pace)

  • Build the Touchpoint (Create the promer touchpoints)

  • Nurture the Touchpoint (Encourage, support, challenge)

  • Guide the Touchpoint (inform, instruct, facilitate, coach)  

The System Approach to Promoter Creation Behaviors

Our unique approach to Promoter Creation goes much further than “training and development”.  In order for your agents to move a customer to Promoter they need more than to simply “learn” the right things to do. There must be an entire “system” in place that drives and supports effective behaviors, from the ways in which their managers coach and motivate their agents, to specific and very individual agent action plans, to follow-up, measurement and accountability on the back end. The Performance Solutions Group Promoter Creation System provides your Customer Service Process with a complete, wall to wall plan which will ensure that each piece of the process is working in lockstep to create the “Golden Touchpoint”. A “Golden Touchpoint” is an interaction with each customer that meets their unique needs and creates or sustains Promoter status.

Promoter Creation Principles

  1. It takes a Promoter to create a Promoter…. an agent’s own attitudes about the products and services that your organization offers, along with their basic approach to customer interactions are critical in your ability to create or maintain Promoters. The Promoter Creation System begins with a look each individual participant’s Purpose, Passion and Professionalism and their personal status as Promoter, Passive or Detractor.
  2. The agent must be the product and process expert….the customer looks to the agent to provide the knowledge and competency to navigate them through their individual issues to arrive at a solution. The agent has a responsibility to ensure they have all the tools and information they need to be the “expert” for their customers.  
    The Promoter Creation System provides participants with an opportunity look through their own inventory of product and system knowledge to see where they might need to add to their strengths and competencies.
  3. The agent must have the skills to build a “Golden Touchpoint” with each customer… while product and process expertise are important, they do not, by themselves, create promoters. Most customers also expect that an agent will treat them with respect, understanding and empathy – but even adding these qualities alone are not enough to create a Promoter.
    The Promoter Creation System focuses on providing agents with the skills and personal accountability to build a “Golden Touchpoint” within each customer interaction, one that combines both the practical and emotional needs of the customer, while ensuring that the needs of the organization and the agent are also fulfilled.  
  4. The agent must use an easily understandable methodology to solve the customer’s issue… an agent must have a sound process flow in place to walk the customer from understanding their issue to problem resolution – - and that process should make sense to them. The Promoter Creation System provides that process, giving agents an opportunity to practice their “Golden Touchpoint” skills in the context of this process.
  5. The agent must be able to conclude the customer cxperience with a Value Added Close…the “Golden Touchpoint” concludes by leaving the customer with the best possible impression. They will do that by confirming value and by ensuring that they have done everything necessary for that customer to leave with a Promoter mindset. We will share some practical ways for agents to turn the final 15-30 seconds of their customer interaction into a Promoter opportunity, instead of just a “goodbye.”  

 The Performance Solutions Group  program can also conduct a Train the Trainer option for companies that would like to train the certification program “in-house” in a more cost effective manner.