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 Skills Training:
Taking Care of the Customer
Taking care of the customer in a service business is imperative to building and maintaining a strong customer base. You cannot be average, you have to wow the client, and make the experience so enjoyable that they will want to do business with you from then on. It takes a lot more money and time to attain new customers, then to market to your current customers. You have to stay fresh in the minds of your customers, so when their ready for work to be done they will call you.
Here are some tips on wowing your customers:
1. Always park on the street first, get permission to back in the driveway. This shows respect to the client and demonstrates professionalism.
2. Always wear a company uniform, this is imperative. This allows the customer to know who you are and that you are a professional company. I find this extremely important. My company wears oxford shirts with the name of the technician and the company name.
3. Put shoe covers on before entering the house. Once again this shows the utmost respect for the clients carpet and that you care.
4. Offer the customer a free bottle of carpet spotter with your company name an phone number on it. This will allow the customers to take care of any minor spotting in between cleans.
5. Do a walk through with the customer to see any concerns they have or any problem areas. At that time you can let them know of what their expectations should be after cleaning.
6. After cleaning, before you remove any hoses from the house, do a final walk through with the client to ensure that their expectations have been met.
7. Do a quality check call within 2 days of the cleaning to ensure there are no problems. This will demonstrate that you are professional and will let the client know that if there are any concerns your company will come back out and take care of the issue, no questions asked.
8. Send reminder postcards every 3 months as this will allow your name to stay fresh in your clients mind. You want your name to be the first they think of when they think carpet cleaning. It is much less costly to keep a customer than to acquire a new customer.
If you do all these steps as I have mentioned you will set yourself up as the utmost professional and a carpet cleaning expert. Remember you do not want the experience to be an average one you want to wow the client. You want them to spread the word so go out there and show what your made of. I hope this article will help with ideas and lead you to the success your looking for.
Source:
Scott Wooldridge:
link
Article Content: Customer Service Skills Training
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Contact
us for a free consultation on how we can best service your
training needs.
