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:
Achieving Excellent Design in Customer Service Seminars
I often become frustrated at what I label 'poor design'. I go to perform a simple task and the object I am using is poorly designed, at least for my use.
A simple example is a particular basic can opener, the type you fit to the top of the can and turn as it cuts the lid. We have one model that has square ears instead of round ones. Consequently, for hard to open cans, it digs into my large thumbs very sharply.
I stayed in a hotel recently. The room was well furnished including a nice desk for the business traveler. On the desk was a very attractive lamp. The only problem, to keep it nice, the switch was hidden away and it took me two minutes to find it.
This one may be a little unfair. I believe any parent should be able to walk into a teenager’s room when they are not there, look at the CD player (radio, TV, etc.) and be immediately able to locate the on/off switch so the loud noise can be eliminated.
"If I cannot use it easily, it is broken."
I heard this at a web usability conference this week. Any good webmaster should know that websites have to be very easy to use. Websites have to be fast and responsive, or the visitor quickly goes on to another site.
One presenter stated:
"If I cannot use it easily, it is broken."
If you have a wide variety of users or customers, your design has to cater for them.
On websites, people navigate' though the site in different, but common ways. Fancy or flashy different navigation methods may appear progressive, but they result in poor customer service because they only complicate matters for the end users.
I once saw a shower facility in a hospital, the main patients being elderly. Some well intentioned designer came up with a better 'wheel' system to control the hot and cold water. It was a simple design, but it only caused confusion. The patients had used a hot and cold tap all their lives. They understood what to do. They did not understand the wheel. (If the hospital was concerned about 'easy to open' taps, they should have installed the ones with the special rubber washers.)
Well designed products are easy to use. They do what is expected. They cater for all intended users.
Good design applies to customer service
Good design also applies to customer service processes.
I recently asked a group of participants in a training program to provide some examples of good customer service. They struggled. They remembered examples of exceptional customer service. They also remembered many examples of poor customer service.
It is not surprising that good customer service could not be remembered. Good customer service is seamless. Its like going to a well run restaurant. The waiting staff obviously brings you food and drink, but they do it in such a way that you are only mildly conscious of it. Your conversation is not interrupted when they take the plates away.
We do many day-to-day transactions without thinking about them. You are only going to remember your visit to the bank if the queue was too long or the bank teller could not do what you wanted. Or alternatively, they provided an unexpected and extra value customer service.
You cannot have exceptional customer service every time; otherwise it is no longer exceptional.
As I have stated before, the real challenge is to achieve seamless customer service every single time.
Summary and conclusion
Any good product or customer service design will meet the different requirements of all users. Good design means that what the user expects actually occurs. Customers will remember the things you do poorly or exceptionally well.
Source:
Derek Stockley:
link
Article Content: Customer Service Seminars
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
