Customer Service Training Courses:
Our customer service course 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 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 in a customer service training course customized
for you!
Course Objectives:
In our Exceptional Customer Service one-day
course
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:
Better Customer Service Course - Tried & True Tips!
What would happen if customers’ needs REALLY came first? If you are in a service industry, here are some simple steps you can take to step up your customer service in 2010. My company has always been considered a sales industry company, but we have taken it upon ourselves to completely change our focus and become a customer service industry company. Since placing the primary focus of every employee on customer service and satisfaction, we have seen sales increase, complaints decrease and most importantly, our sales from referral have dramatically increased.
If you want to really increase your referrals from satisfied clients as well as build a true, lasting customer base, read on and make plans to implement some of these ideas into your game plan. Here is a bit of the plan that we have implemented that you can implement in your company as well to develop a top notch customer service program. The great thing about customer service is that once you build a reputation for great service and have real relationships built with your clients, it is had for your competition to take those clients away.
Read these 4 ideas that are easy to implement and then review how you can do these same things in your business!
1. Review your client’s questions and comments after the sale is complete to find your weaknesses in communication.
Look at the questions you are asked by customers after the sales process was complete. These are the areas where you need to focus your attention.
2. Focus on relationship building first.
This allows you to reverse your sales process to be relationship driven instead of transactional driven. Transactional driven sales means the process is driven by the need to make the sale. There is not only extra pressure on the sales staff, but there is also pressure on the client to act quickly. Sometimes, too quickly. By focusing on the relationship with a client and building not only trust but a game plan as well, the atmosphere is developed where transactions occur naturally.
3. Commit a staff member or members to your customer service department.
Your goal should be to touch a client as many times as possible in the first 6 weeks after a transaction. Then place those clients into a revolving customer service call where they are contacted every month. We set a goal where we never wanted a client to have to contact us with a question.
4. Commit a portion of your marketing budget to gifts, gift baskets and special occasion cards.
These are so simple and yet so often over-looked. In 2010, your goal should be that every client that does business with your company receives a gift basket after closing. During the year, send each of those clients a card on their birthday and anniversary, as well as any other special occasions like births or family events. If you are focusing your sales staff on relationship building, then being aware of these dates becomes very manageable.
By installing a game plan for customer service that focuses on reaching out to customers and clients, you will answer their questions early and often and reduce the number of questions or concerns after the sale. This can also really set you apart from your competition since TRUE customer service is not often a concern of most companies.
Source:
Chris D. Clothier:
link
Article Content: Customer Service Course
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us for a free consultation on how we can best service your
training needs.
