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:
Customer Service Seminar - Customer Service & Quality Assurance, Your Most Important Business Tools
Delivering exceptional customer service is undoubtedly a very difficult thing. But what is even harder is encouraging someone else to deliver exceptional customer service and do that consistently. Nowadays, customers in every business are becoming tough to please. To add more woe to this state of affairs, dedicated customer service professionals are pretty difficult to find and hire. Retention of such employees is another big issue. This results in a tough situation for the customer service and Quality assurance departments of every business organization.
Still some organizations succeed in wowing the customers despite all these odds. The Utopian state is achieved by the organizations that follow four basic motivation strategies. These strategies are listed below:
Get Excited Yourself
Excitement is the key to motivation. The management must be extremely excited about a project. The feeling would naturally filter down. If a manager lacks excitement, his motivation levels would naturally be low. This is because motivation is a feeling that gets filtered from top to bottom. If the management is motivated from within, it would definitely get reflected in their behavior and the whole team would feel equally excited and motivated about their product and services. This would help them achieve the toughest of targets easily. So, to offer enhanced levels of customer service, excitement about the products is the first prerequisite.
Hire Motivated Professionals
This would reduce your time to motivate teams. This can be easily understood by the assertion - "Hire smart or manage tough."
To quote the Chief Operating Officer of a reputed healthcare organization, "We only hire people with "It". Where "It" is a pathological disease to want to serve people."
Yes, such professionals do exist. And they are the people who excel at every task you entrust them with. In fact hiring motivated professionals also casts a positive impact on the contemporary teams as well and the outcome is enhanced customer service.
Measure Employee Achievements and Failures
This is a general notion that humans get overwhelmed when all the attention is focused on them. A certain amount of highlighting of their achievements by the senior management assures total attention to priorities. This naturally increases both productivity and customer service.
Share the Profits
"What gets rewarded gets repeated." Measurements must be tied with a suitable reward. Every business man must remember that nothing can motivate an employee better than cash incentives. A nineteenth century industrialist Robert Bosch said,
"I don't pay good wages because I make a lot of money. I make a lot of money because I pay good wages."
Quality assurance, abridged as QA is another tool for bringing home better levels of customer service. QA stands for a planned and systematic production process. The major thrust of this process is over proffering supplementary confidence to enhance the aptness of the finished product.
Merriam-Webster's definition of QA states -
"It is a set of activities intended to ensure that products (goods and/or services) satisfy customer requirements in a systematic, reliable fashion."
The major aim of every business remains ascertaining maximum levels of profits which can only be achieved by enhanced measures of customer service and quality assurance.
Source:
Bronte White:
link
Article Content: Customer Service Seminar
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