Customer Service Training Courses:
Our customer service course 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 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 in a customer service training course customized
for you!
Course Objectives:
In our Exceptional Customer Service one-day
course
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:
15 Principles for a Complete Customer Service Course
I’m simply going to list these fifteen principles for complete customer service and let you draw your own conclusions regarding the following questions (these need to be answered in sequence):
• Is this principle really important for my organization?
• If it is important, are we actually implementing this principle consistently and thoroughly throughout the organization?
• If we are implementing it, is it proving to be effective? In other words, is this principle actually working to consistently deliver complete customer service to every customer every time?
• If it is not effective, what is the first thing that needs to be done to improve its effectiveness? What resources do we need to get this done? Who needs to be involved in developing and implementing this first step?
When you answer these questions in the order listed, you’ll quickly discover where the weak points are in your internal process chain of customer service AND what you can do quickly to strengthen or change them for immediate improvement.
Here are the 15 principles for complete customer service:
1. The primary cause of success for any organization is customer service to its customers.
2. Everyone in the organization provides customer service for its customers, even if they never see those customers or know their names.
3. Perception is reality in the minds of every customer when it comes to experiencing customer service satisfaction.
4. Every customer is different in some way from every other customer; discovering and understanding these differences results in a high probability of delivering customer service in a manner that is perceived to be satisfying to each customer; customer service to each customer that is tailored to individual needs is the primary objective of any successful organization.
5. Serve every customer as you would serve the person you most love.
6. Every successful organization strives to ensure that its internal systems are designed and implemented to deliver flawless and seamless customer service to every customer under all conceivable conditions and circumstances.
7. Customer service to customers is based not just on systems, processes and procedures but also on personal effort and creativity of those who serve. Encourage, support and reward personal initiative in exhibiting creative ways to serve others both inside and outside the organization.
8. Successful organizations serve well those who serve customers – internal customers (employees) are served as well as external (paying) customers; creatively taking care of those who take care of customers is a priority.
9. Solicit feedback from customers at all times and then listens, especially when it hurts.
10. Seek always to do it right the first time; if this is not done, then do it very right the second time. Customer service recovery after initial customer service failure is paramount to grasping victory from the jaws of defeat.
11. Continuously measure how well customer service is translating into customer satisfaction. Statistics tell stories – are these stories what you want told to your customers?
12. Policies trump processes and procedures. All processes and procedures should be designed and implemented in the service of the organization’s stated reason for existence – its mission to serve its customers.
13. Use the Kaizen philosophy: set goals to improve everyday in every way.
14. Employ Lagniappe: delight customers by providing more than they expect.
15. Always be willing to start from scratch in thinking about how to better serve customers. Effective customer service policies, processes and systems can be viewed as wealth-producing assets. Not every asset, however, can be efficiently used to turn a profit. Using the right assets in the right way produces wealth.
Source:
Kenneth Wallace:
link
Article Content: Customer Service Course
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