Customer Service Training Classes:
Our customer service class 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 classes 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 class customized
for you!
Class Objectives:
In our Exceptional Customer Service one-day
class
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:
5 Quick Tips For Improving Your Online Or Offline Customer Service Class
Were you ever wondering how to improve your customer service? Sure, you can hire customer service consultants or send your employees to customer service training programs or classes. But before you do anything, read this article on improving customer service.
Here a few 5 quick tips for improving your customer service:
1. Hire Honest People. When hiring customer service representatives make sure you recruit individuals who will serve your customers well. People who are friendly, enthusiastic, and outgoing will most likely be nice to customers even in the most difficult situations. It is also very important that new hired staff be empathetic, intelligent, and have good problem solving skills. If they have at least these characteristics, they should not have any problems understanding a situation and making the right decisions to keep the customer happy.
2. Invest in CS Training Programs. Provide ongoing training that only focuses on customer service. This type of training will teach your employee’s customer interactions role play scenarios. (Note: If you cannot invest in customer service training programs for your employees or new hires,.. you can also make some time to role play with your employees. For example, let's say that you (the employer) is very upset at the service or product you purchased and you are at your very angriest; and your new hire is of course the employee. After the scenario if acted, you are able to draw a better picture of what kind of person you are hiring and make your determination whether you want to hire him/her or not.
3. Gather Customer Feedback. Ask your customers how you (the employee) is doing. Customers are usually delighted to have an opportunity to tell you what you are doing right or wrong and where there is room for improvement. Every so often, call up a customer at random and speak to them. You may want to also try some of the web-based survey tools that are out there. Most importantly, don't forget to reply to your customers instead of nodding your head - nobody wants to get a bad reputation for listening to customers but never acting on their feedback.
4. Integrate An Online Live Chat System. Live help is revolutionizing how online web sites do business today. There are many websites that either have a number on their website or do not. The truth is, even though you have a number or not on your web site, customers rather get a quick response through your live chat system than calling your hot line and waiting on the phone. Many visitors are just browsing and don't have the time to pick up a phone and speak to someone for five minutes. You can also cut your employees by half reducing company cost and improving response time.
5. Delight And Surprise Your Customers. Studies have shown that customers who are given exceptional customer service are your better customers than those who are given just good customer service. They are likely to buy more and stay on longer as your customers. Every now and then, surprise and delight your customers by doing something out of the blue or truly extraordinary. For example, add a bonus product or service in their order with a note or e-mail thanking them for their business. You will be surprised and delighted yourself when you see the effect this simple technique can have on your business.
Source:
Gabriella Pena:
link
Article Content: Customer Service Class
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
