Customer Service Training Programs:
Our customer service training
workshop 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 training
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.
Program Objectives:
In our Exceptional Customer Service one-day
training workshop
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:
A Lesson in Defining Customer Service Training Excellence
What does customer service excellence mean? Is it defined differently from one business to the next? Is there a place customers can look to find out what might define customer service excellence for a specific company?
The answer is often found in mission statements or promises to customers. Some companies clearly define the bar for customer service excellence and work hard to live up to the customer service standards they've set.
Here is a great example of defining the meaning of customer service excellence:
Kodak Polychrome Graphics (KPG) is a leader in the field of hardcopy reproductions: black & white, color, gloss, matte, large format, high-resolution, digital input, high-speed output, waterproof, sunproof and printing on demand.
Their customer service requirements are constantly changing. (I'll bet yours are, too.) In such a fluid business environment, KPG makes a promise to customers that is clear, confident and focused. It clearly defines the standards of customer service excellence KPG strives to achieve.
Our Promise
To be a company that changes technology. Not just a company that changes with it.
To be where our customers are. Here and around the world.
To be a company that focuses on one industry. Our customers' industry.
To anticipate our customers' needs. And exceed them.
To be a partner. Not just a vendor.
Last, but far from least, to be a company that keeps its promises. I like this statement for two reasons: it is well articulated, and acknowledges the need for ongoing change.
Key Learning Points
The world is evolving daily. Your promises must progress, too. Achieving success today is not enough to ensure excellence tomorrow.
Action Steps
Write a promise for customers that prepares them, and you, for an unfolding and challenging future. Live up to that customer service promise and constantly strive to evolve to meet client needs. Do so and you will attain customer service excellence now and into the future.
Source:
Ron Kaufman:
link
Article Content: Customer Service Training
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us for a free consultation on how we can best service your
training needs.
