Anthony & Sylvan Pools Corporation, headquartered in Cleveland, Ohio, is
a network of almost 40 company-owned
sales and design centers
serving 22 metropolitan markets and is among America’s largest installers of custom-designed in-ground concrete residential swimming pools and spas. http://www.anthonysylvan.com/
The Challenge
With over 600 employees spanning 16 states from coast to coast, the company faced the challenge of providing adequate communication among the various locations as well as communication with customers. Ken Sloan, Human Resources Director, said the company’s goal was to raise the bar in providing exceptional and consistent customer service. He noticed that as new individuals joined the organization, their telephone skills were varied: some individuals needed to be more courteous, others more knowledgeable, and others more helpful. He was looking for professionalism and consistency throughout the organization. Anthony & Sylvan wanted to set a standard of expectations when it came to customer service.
The Strategy
Not knowing whom to call to get this education for his employees, Sloan began searching the Internet for telephone training, and contacted Telephone Doctor. He was impressed by their professionalism and friendly manner. The first step toward bringing telephone etiquette and continuity into the organization was engaging Nancy Friedman, president of Telephone Doctor, to speak to Anthony & Sylvan’s leadership group of approximately 60 managers at its annual meeting in Orlando, Florida. Management was impressed with how easily they could obtain the training they were looking for through Telephone Doctor’s on-site workshops and supplemental training programs via video and CDs.
The Solution and Implementation
Telephone Doctor worked closely with Anthony & Sylvan to customize educational programs for area managers to present to their employees. Since the leadership group had attended Nancy Friedman’s presentation, they knew first-hand how the programs could benefit their sales teams. They were able to take that knowledge back to their design centers and select the Telephone Doctor programs that were best suited for their particular needs.
The Benefits
The site managers liked the systematic approach of the programs. While some programs they looked at from other training companies tried to cover all aspects of telephone etiquette in one class, they preferred Telephone Doctor’s approach of dealing with one specific issue and really honing in on it. Sloan says, "We learned there is a systematic process in providing excellent customer service." He added that the diversity of the programs and choices were helpful to address specific situations. Sloan noted that he appreciates the continuing resources and ongoing follow-up that Telephone Doctor provides for the managers to help their employees.
The Results
Sloan reports that their employees are much more comfortable having gone through the program. They learned new techniques and have the basics of giving good customer service. The company achieved its goal of providing consistency and friendlier, more professional customer service throughout the company, regardless of location. Sloan commented that each class participant was provided a "cheat sheet" to help them tactfully handle any type of call with any type of customer service situation, and the employees keep that Telephone Doctor® Desktop Reminder Card by the phone at all times.
Conclusion
Anthony & Sylvan Pools Corporation plans to continue using Telephone Doctor as a resource for their customer service needs. Sloan remarked that dealing with Telephone Doctor was a pleasant experience. "They treat me as a person, having a personal interest in me, my employees and our business. They are really good at following up. They have a lot of good information, a monthly online newsletter with more customer service tips."
For more information, contact
800.882.9911
30 Hollenberg Court
St. Louis, MO 63044
