Customer Service Training Seminars:
Our customer service seminar 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 seminars 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.
Seminar Objectives:
In our Exceptional Customer Service one-day seminar
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 Training Will Increase Revenue
It is important that managers in any business understand that the most harm that can be done is the negative performance of any employee. It is important for any manager to note such an employee. Then, the team needs to be offered customer service training. Customer service advisor training is extremely important to offer, in an on-going basis, in any business. The customer service department plays a major part in increasing your revenue; therefore, they need to be trained in order to fulfill the role for which they are hired.
In previous decades the customer service department was not viewed as an important department to worry about; with these thoughts the result was they received little training. It has been proven that customer service advisor training results, after the cost involved, in increased revenue. The reason for this is the fact that the training makes the employee aware of what they need to do to improve - and, once learned, this turns to more income for the business.
As the manager, you must observe your advisors. You must be aware of what each one is doing and how they are doing it. For example, if you spend an hour observing the customer service advisors you can conclude how they greet the customers. Eye contact is critical and you can observe to see if this is happening. How is the reception they offer - is their warmth involved? Do they smile at their customers? Then, you need to evaluate if you are properly training your customer service advisors; if not, it is time to put this on your schedule.
Through your observation you will conclude if the customer service advisors are offering a warm greeting to their customers. You will determine if there is just non-verbal communication. Do they suggest a tired expression? Maybe they shrug their shoulders while others may roll their eyes. If this type of behavior is obvious then it is imperative to schedule training for them.
Your advisor must learn to work with the customer who is visiting for specific reasons. This is one of the three basic types of customers. This customer must receive a warm, friendly greeting as s/he has decided to try your business. The customer service advisor must, therefore, offer the outstanding customer service the customer seeks.
The customer calling on the telephone to ask questions or to get a price composes the second group. Do your customer service advisors understand that only a quarter of these people will actually enter your business? This is what makes the telephone conversation so important. Your customer service advisor must offer the requested information in a pleasant manner. If this call actually gets the customer through your door then there is an 80% chance you will have a new customer.
The third group is the person the advisor calls for whatever reason. Although this is a customer service call it can also be turned into another sale if your advisor knows how to properly handle it. In order for your employee to be aware and understand - again, training is imperative.
Your customer service advisor training is a key to more revenue. They need to learn and understand the three types of customers and this can be taught by offering on-going training and is important for any business. We all know that automotive customer service advisor training costs money; however, this training can easily be turned into a growth in revenue.
Source:
Ben Pate:
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Article Content: Customer Service Training
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training needs.
