Customer Service Training Programs:
Our customer service training
workshop teaches by doing with less than 15% lecture and 85% hands on
activities. Participants learn by Doing and not by being told. Exercises are
practical, realistic, fun and are skill based.
To maximize your customer
service teams effectiveness we suggest our custom, private
customer service training
courses offered in house at the location of
your choice, usually in groups of 6 or more.
Contact
us for a free consultation on how we can best service your
training needs.
Program Objectives:
In our Exceptional Customer Service one-day
training workshop
participants will:
- Understand how to handle inquiries and/or complaints in
ways that create improved, lasting relationships with your
customers or clients.
- Learn to promote positive "chemistry" between
your company and your clients by recognizing and
responding to the needs of each individual.
- Learn how to handle doubt, misunderstandings, and
objections.
- Acquire techniques for seeing issues from clients'
perspectives, creating value-adding options for clients,
and making sure clients recognize the added value they are
getting.
- Learn how to gain agreement from clients and reinforce
mutually satisfying long-term relationships.
Customer Service Training:
Customer Service Skills Training Needs to Focus on the 2 P's of Customer Service
In customer service skills training one of the key questions is, what is customer service? And are the customers always right? Everyone's perception of customer service is different; there are common threads to most customer service skills training courses.
I have used the word perception in the first paragraph and it really is one of the most important words to remember, as good customer service or bad customer service really is down to perception.
I recall shortly after 9/11 I was travelling to Florida, we were supposed to change flights in Newark, but what happened was the flight was late landing in Newark and we missed the connection flight to Florida.
The reason given for the delay was that the flight had to change its flight path due to the recent tragedy at the World Trade Center. Although this was understandable it was still amazing to watch the reactions of the customers like us, who were affected by missing connecting flights.
From a customer service viewpoint, it was obvious to see that the airline staff had been through some level of customer service skills training. They apologized, showed empathy, offered options, and tried their utmost to calm some of the more difficult customers, just the type of key skills one would learn in customer service skills training.
Just as we are always taught in customer service skills training, put yourself in the customers shoes, and offer options, the airline staff offered free accommodation and meals for those who had to wait overnight etc. The customer service skills training had really paid off, or so I thought.
Unfortunately when we were being transported by coach to the nearby hotels many of the customers were not happy with the service. At least 50% of customers felt the service was poor as it should not have happened in the first place. Although they did feel the people dealing with the problem did show good customer service skills they felt they would be reluctant to travel with the airline again.
The other 50% understood the problem, and although were not happy about missing the connecting flights felt the customer service skills the staff had shown were excellent and they had done their utmost to resolve a situation they had no control over.
That evening I learned 2 crucial lessons about customer service. I learned that approximately 40 customers had received the very same service but their perceptions of the customer service they received were very different.
I also learned that customer service skills training should really concentrate on 2 key areas; the first being the personal service the client receives from an individual or a company. The second being the performance or standards of service.
Both sets of customers were right the personal service was excellent; however the standards of performance were poor. With this in mind all customer service skills training should concentrate on the 2 Ps of customer service skills training: Personal and Performance.
Source:
Frank O' Toole:
link
Article Content: Customer Service Skills Training
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