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 Seminars - 3 Steps to Creating Capital With Customer Service
Not paying attention to customer satisfaction has been bad for business and America. Customer satisfaction creation is a major creator of capital. The proof is in the numbers. Something as simple as implementing a Customer Service Video training series for your company can be a good starting point.
According to Heskett, Sasser and Schlesinger's "The Service Profit Chain", between 1986 and 1995, the common stock price of the companies they studied increased by 147%. On the other hand, in 1980 the founder of J.D. Powers, Dave Powers, went on to say that if General Motors (GM) (particularly its Pontiac Division) did not respond to the voice of the customer, its market share would decline dramatically from 48% to the low 30s. Nine years later in 1989 GM's share had slipped to under 33%!
What does this mean to you, the small business owner? It means that in today's competitive world, if you do not pay attention to customer satisfaction and you do not listen to the voice of the customer, you put your company at risk. What is worse, you are not creating wealth. The numbers prove it.
But let me be clear when I mean that in order for your business to survive this new competitive business environment, it must listen to the customer. Yes, it must, but it must listen to the "right" customer. This means you have to be able to narrow your niche to the point where you know your customer well. You need to thoroughly understand your market. You will then be able to offer the most outstanding service to the most profitable part of your business.
Trying to be everything to everyone would not only be costly, but it will be a sure ticket for disaster. In other words, the first step you must take is figure out who is your most profitable niche. Concentrate, understand and excel at that niche. The rest, you can either fire, or slowly walk away from.
How do I know this? I have been in your shoes. I own an employee benefits service company. Our core strategy and business model is to create "raving fans" out of each and every single one of our customers. When I started the implementation of this business model, I needed dozens of customer service reps. additionally we needed continuous, time-consuming employee training to excel at service. This was a very costly endeavor. Creating my own Customer Service Video was an expensive proposition back then. Yes, we were bringing in the cash, but we were keeping very little profit due to the high cost of operation.
At one point the numbers were just not cutting it. I had to make a decision if I had to either close our service department or change our business model. By law I was not allowed to increase our fees. The only solution was to figure out who was our most profitable client and what part of our business was consuming most of our resources. The findings were impressive. Certainly, nothing I would had imagined without factual data.
If you are currently struggling with your customer service, start by doing the following:
Step One: Implement an online support desk system with analytics that will allow your customer to self-service themselves. This will accomplish two things, first it will allow you to reduce overhead cost and it will also give you access to factual data you can later use to make decisions.
Step Two: Create a Customer Service Video or two that walks your clients through your service process. Also create videos for your employees and new hires. Again, this will reduce the burden and cost of training new hires and increase the knowledge of existing employees.
Step Three: Carefully start keeping track of your analytics to see which of your customers are consuming most of your resources and which are not profitable.
Once you have a clear idea which segment of your client base brings you most of your profits, concentrate on that niche market. Create targeted marketing campaigns for new clients and cross-selling campaigns for existing ones.
Source:
Jacqueline Burgoa:
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Article Content: Customer Service Seminars
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