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:
Creative Customer Service Training Strategies
Customers are kind of funny. They will rarely tell you how you messed up, they will simply leave. Poof...gone!
No matter what the size of your firm there are ways to get to the bottom of this problem.
Call them. Talk to them. Mail them. Do your maintenance. That is what customer service is all about.
Don't just take the order and run. Remember, it is a lot easier and a whole lot more profitable to do more business with your existing clients than it is to find new ones. So, do whatever it takes to make sure those existing clients are happy campers.
Here are a few simple practices that you might consider adding to your customer service routine:
First customer service practice: A week after a client buys a product or service, follow-up. Ask them what worked, what didn't.
It’s an interesting fact of business but, sometimes, as long as people get the chance to tell you what's wrong and you do what it takes to fix it, they may become some of your most loyal customers.
Second customer service practice: Send postcards, letters, article reprints, notes, whatever, as often as you can. By staying in touch you create a bond that will serve you well when you launch new ventures and new product lines.
Third customer service practice: The most powerful yet cheapest research you can get. Talking to your customers about what works and what doesn't work is the greatest way to find hidden gold mines in your industry. Understanding very specifically why people choose to buy from you over others is the secret to marketing.
Be on particular lookout for phrases like...that's how we've always done it or we don't like it but we've just come to live with it.
Fourth customer service practice: Schedule routine maintenance appointments or calls with your clients.
Often after your clients have been enjoying your product or service they forget how much value it is bringing them. Find a way to build regular meetings with your clients into your service. Use the time to educate them on just how much you have done for them. (How much weight have they lost, how much money have they saved, how much more efficient are they, how much more business they now have, how much of what ever it is that you do)
They will appreciate the time and it is a great way to introduce new products and ask for testimonials and referrals.
Fifth customer service practice: Find out everything you can about your clients.
Don’t stop at name, rank and serial number. Devise a method for collecting personal information about your clients. Information about a client’s spouse, children, hobbies, schools, community involvement can be a tremendous way to further your relationship and offer clues for networking and referrals.
You don’t have to be intrusive or nosey to make this customer service strategy work, sometimes you just have to be observant. Most people wear their allegiances on their sleeve. Any sales trainer worth a darn will tell you to look for ways to strike a common bond with a prospect as a selling tool, I find that as a customer service tool you are simply looking for ways to get a deeper understanding of the needs of your client as a way to uncover more ways to help them get what they want.
Source:
John Jantsch:
link
Article Content: Customer Service Training
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training needs.
