Employees in every level of an organization
are increasingly relied on to provide the front lines of
customer service in today’s competitive business environment.
Lowered barriers of entry, technological advances and increases
in productivity have enabled start-ups and foreign competitors
to push established companies to improve customer satisfaction.
Non-supervisory personnel have thus been required to shoulder
more responsibility in the quest to maintain market share while
new sales efforts drive growth and profitability. The awareness
and desire to provide customer service is no longer good enough.
Companies must now seek to deliver customer service in a
rational and organized manner that takes into account existing
market factors. Our Customer Service Effectiveness for
Non-Supervisory Personnel program provides the tools and
concepts required to deliver customer service that works and
ensures true satisfaction.
The focus of Customer Service Effectiveness for
Non-Supervisory Personnel is to help the employees tasked
with running every facet of an organization to deliver effective
customer service. Key to the program is the ability to think
proactively and to identify issues and customer “hot buttons”
in order to properly recommend solutions and provide effective
problem resolution. By using a rational process that teaches
participants how to understand customer behavior,
non-supervisory personnel can keep from getting blindsided by
issues that escalate out of control. Customer Service
Effectiveness for Non-Supervisory Personnel is an
interactive eight-hour seminar designed to maximize classroom
time. Lecture sessions, peer-driven discussions, question and
answer sessions and customer service oriented role-plays enable
participants to put newly learned skills to use. A series of
audio taped and videotaped exercises allow participants to
practice skills in a safe and non-critical environment while
understanding how modifications in their behavior cab provide
more effective customer service. Discussions on customer verbal
cues, innate needs and the factors that affect behavior enable
participants to build rapport and strengthen customer ties.
Seminar Objectives:
Participants in our Customer Service skills seminar
will learn to:
- Use time-tested approaches to provide more effective
customer service
- Listen for verbal cues to understand customer behavioral
types
- Understand how to communicate more effectively based on
customer needs
- Use customer service skills to strengthen relationships
- Deal with all interactions in a customer service-oriented
manner
- Build rapport with customers
- Acknowledge customer concerns
- Handle the most demanding customers
- Manage unreasonable expectations and requests
- Effectively handle complaints and customer satisfaction
issues
- Be proactive rather than reactive
- Gain cooperation from unhappy customers
- Become part of a service-oriented culture within their
company
To maximize your customer service teams
effectiveness we suggest our custom, private customer service
seminars offered in house at the location of your choice.
Contact
us for a free consultation on how we can best service your
customer service training needs.
