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:
Understanding the Needs of Your Customers
Having a deep understanding of the expectations and motivations of your customers can really give you an advantage. You may be surprised at what it takes for a person to decide to buy something. There is a deep process of affirmations that must be met before someone will decide to part with their money. Using this knowledge, you can design your store around the customer's needs. You can train your staff to provoke the feelings that a customer must have before they decide to buy. Customers are savvier than you might think, and there really isn't a way to ethically "trick" someone into buying something. But, it doesn't hurt to point out the things that you know they need to consider before they'll decide to buy.
First, they have to like the type of merchandise that you sell. If you are a small retail store, like a boutique, then you have a real advantage here. Smaller stores have to really focus on one specific target market. They can really get close to their customers and learn how they operate. They can create long-lasting relationships with customers that larger stores simply can't. Make sure that you are using this huge retail advantage. Develop relationships with your customers. Keep in contact with them on social networking sites, publish a newsletter, or send out monthly mailers. By getting to know your customers and their tastes, you can make more educated decisions on what you decide to sell, really focusing in and becoming an expert in one area.
The next thing to think about is your knowledge. Customers have to respect you and get respect in return before they'll be comfortable buying something. Let them know that you have a knowledgeable staff. Make sure that your staff is trained well on specific products and brands. Offering unique knowledge or benefits of your merchandise to customers will keep them coming back and help them to feel like they are in control and making an informed decision for themselves.
A lot of people shop for relaxation or for the excitement of buying new clothes and accessories. They get excited because the things that they find will help them to define who they are to others. Whether their style is sporty, eclectic, refined, or totally unique, they feel the need to define themselves with their clothing. Making their shopping experience what they hoped it would be will help you to sell them the items that make them feel good about themselves.
Make sure that you display everything where the customers can easily see it. Using slatwall is one way of displaying all of your merchandise facing outward, towards the customers. People can see what types of things you offer simply by walking by. If they don't have to dig through a rack or sift through a table, they can simply look and see multiple items that you sell. Slatwall panels are useful for making use of odd spaces in your store, making free-standing displays, and helping you to carry as much merchandise as possible without distracting customers from what you have to offer.
Source:
Ron Maier:
link
Article Content: Customer Service Skills Training
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us for a free consultation on how we can best service your
training needs.
