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:
9 Habits of Highly Effective Customer Service Seminars
What one person defines as quality customer service may be totally different from another person's definition of quality customer service. It may also vary from business to business. Think about what quality customer service means to you. There are some basic fundamental habits of customer service that will build loyalty and grow your business.
Successful business owners and employees know that the customer is their number one priority. The 9 Habits of Highly Effective Customer Service start with being people centered. The focus is your customer but it all starts with you!
1. Introduce Yourself. Welcome your customer to your business and let them know who you are and that you are available to assist them. Good eye contact, a smile, and cheerful disposition are key ingredients to people centered customer service. If possible, find out your customers name or use it while processing their purchase. There is nothing sweeter than hearing the sound of your own name. It not only personalizes the service, but it helps you focus in on your customer. You are offering the customer an experience each time they enter your business.
2. Give Your Customer Value. Not only are you providing a product, service, or business solution to your customers, but you are providing an experience that you take your customer's time and business seriously. Your customer is the most important reason you are in business. The customer gives you your job. Without them you would have no business. Each interaction with your customer has an impact on the success of your business. You can provide value by making eye contact, smiling, and making your customer your utmost priority.
3. Discover Your Customers Needs. Take genuine interest in your customer and take time to listen to them. By being a good listener, you will be able to find out why they have contacted you, what their needs and wants are, and what you may be able to do to help them get what they want. Discover what they already know about your product or service. You will be better able to serve them by knowing what exactly your customer wants.
4. Anticipate Your Customers Needs. Think about what other things your customer might want or need to achieve their goal. Let's say you sell camping equipment. Your customer states that they want to ensure that they will have a safe camping trip. You may want to focus on their concern about safety and suggest products that will fulfill that need. Ask questions about the concern or if they have found what they may be looking for. Your customers want an experience that fulfills a need or desire
5. Build Your Customers Confidence. If your customer has researched a variety of products and has come to you to make a purchase or to gain more information about one of your products or service, acknowledge or compliment them for doing so. You may even learn some information from them about similar products or services. If they do not know much about your product or service, take the time to teach them and commend them for doing their research before purchasing. You may want compliment them on the choices they have made. Sincerity is the key to a genuine compliment.
6. Build Trust With Your Customer. Seek assistance when necessary. If you do not know the answer to a customer's question, do not try to fake your way through the inquiry. Ask someone who either knows the answer or who may know someone who does. Your customer would rather wait for the appropriate answer than get a response based on guessing. Let your customer know how long they might have to wait for the purchase or information.
7. See Complaints as Gifts. If you receive a complaint, it is important to acknowledge and thank your customer for bringing it to your attention. A complaint is feedback letting you know that you can change or improve your product, service, or business solution so that other customers do not have the same experience. Ask the customer what they feel would rectify the situation. Perhaps you can offer another product in its place, a refund, or an additional discount on their next purchase.
8. Be a Role Model of Excellent Customer Service. Good quality customer service begins with you. Set a good example and teach others about good customer service in your daily interactions. Make eye contact and smile at the person you are doing business with. You will find it makes it hard for someone not to smile back. Address a person by name whenever possible. It helps you focus on the person you are speaking with and it makes the person you were interacting with feel good as well.
9. Have An Attitude of Gratitude. Thank your customer for contacting or choosing you to do business with. Let them know that you look forward to serving them again in the future. You may extend your gratitude with a hand shake, a warm welcome or thank you when entering your business, offer a discount on their next purchase, or you may even host a customer appreciation function. When you show your customer you care about their business and their needs, you can be sure that they will tell others about the service they received and more people will want to do business with you.
Excellent customer service begins with you. Businesses need people to survive. Quality customer service in business is people centered. What can you to today to focus on the needs of your customer?
Source:
Debra Kasowski:
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Article Content: Customer Service Seminars
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