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:
Create A "Seamless" Customer Service Course That Delights Your Customers
What "Seamless" Means
"Seamless" customer service means that no matter how complicated the issue, the customer's distress is relieved and they enjoy doing business with you. "Seamless" also means the customer looks forward to doing business with you again.
Tell Your Customer service staff
Let your customer service employees know exactly what you mean by "seamless". Jargon without explanation is verbiage. And you need to ensure that "seamless" means to them exactly what it means to you.
Review Your Customer Contact Process
What happens when a customer or prospect contacts your business? How quickly do they speak with a customer service employee who can really help them? How long do they have to wait on the phone or in person? How quickly is their order processed and filled? Are commitments and promises always honored on time? What follow up is there? How promptly and successful are complaints handled? These are just a few of the issues to examine. If you don't know, ask your customers. Never guess or presume.
Set Clear Performance Standards for Service
You cannot provide "seamless customer service" without precise and crystal clear performance standards. Avoid fuzzy statements of intent. Words like "promptly" and "efficiently" are useless. If orders must be processed within 3 hours, say so.
Importance of Job Aids And Good Systems
Job aids and good systems are more effective than training. A simple, easy to follow list of actions is usually superior to elaborate training. Design systems that are easy for customer service staff to follow and that satisfy customer needs. Eliminate systems that create delays and administrative confusion. Use scripts so that customer service staff know exactly what to say and when.
Rewards Work
Use rewards and incentives to show that you're serious. Deliberately seek customer feedback so that you can reward customer service employees based on what customers say. Incentives also enable non sales customer service staff to participate in record systems.
Involve Customer service staff
Get your customer service staff involved. Seek their ideas on making "seamless customer service" a reality. Customer service staff deal with customers daily. They're the ideal people both to find out what customers expect and how to provide it.
Set Clear Objectives
"We'll provide seamless customer service when ..." make a list of all the things that need to happen to create seamless customer service. Decide what is most important and what can be done to get started. Have a timetable and establish a system to measure progress. It's also useful to have a list of "no no’s": things that must never happen when interacting with customers.
Conclusion
Seamless customer service is possible. Making it a reality may be difficult. But it is the foundation on which you can build truly breathtaking customer service that will leave your competitors gasping.
Source:
Leon Noone:
link
Article Content: Customer Service Course
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us for a free consultation on how we can best service your
training needs.
