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:
Critical Customer Service Training Information You Can't Afford to Miss
Customer relationship management is about understanding your customers. It's about really knowing them as individuals, knowing what they mean to your business, and most of all, knowing what you need to do to keep their business.
Ideally, you need a profile for each of your customers. Most customers will gladly give you the information you need especially if there is a small incentive. Offer them a coupon, a special discount, a gift certificate or even movie passes.
What do you need to include in the profile? Other than personal information, data you track can be as detailed or as simple as you can manage. The key point is to use a process or system. Here are some basic categories of things you want to know for sure:
Customer Value - How much do they spend with you in a month or a year?
Top 10 or 20 Percent - Who are the top 10 or 20 percent of your most valuable customers? These are your "gold" customers. Know who they are and treat them accordingly.
Why They Choose You - Why do they keep doing business with you? If you're not sure about what you're doing right, how will you know what to keep doing? Ask them!
Where They Came From - How did they find you? If you know where they came from you can go back for more customers just like them.
Who They Brought With Them - What new business have they brought you? Who have they referred you to? Referrals are like automatic deposits in your bank account. Find out who is making the deposits.
How You Thanked Them – If you don't currently use a simple system to thank your customers, start now! Customers who feel appreciated are easier to retain, and better yet they will reciprocate with referrals.
Deal Breakers - This is the most overlooked bit of critical data. If you've lost customers or just haven't seen them in a while (and it happens to all of us), find out what's going on. Most customers will welcome the opportunity to tell you, especially if something went wrong. What you don't know can hurt you!
Now, compile the information, keep it up to date, review it regularly, and use it to manage your customer relationships. A simple spreadsheet, database may work just fine for a smaller business.
The objective is to collect enough information and data that you can use to understand how they are important to your business. It's the same concept retailers and buying clubs use in issuing customer cards. They use the information to track customer value, buying habits, etc.
Too busy to spend your time collecting information about your customers? Think again!
If you're serious about competing in today's business climate, it's time to start strategically managing your customer relationships. After all, your relationships with your customers are your business.
Source:
Lora Adrianse:
link
Article Content: Customer Service Training
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us for a free consultation on how we can best service your
training needs.
