Customer Service Training Classes:
Our customer service class 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 classes 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 class customized
for you!
Class Objectives:
In our Exceptional Customer Service one-day
class
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 Class - Anticipate the Needs of Your Customers
Some establishments seem to ooze customer service. Their customer service procedures make it easy for the customer to do business with them, their amenities demonstrate that they want to make each guest comfortable and they anticipate their customers' needs even before the guest knows they need it.
I certainly experienced exceptional customer service firsthand when I checked in for my 10-day stay at the Emirates Towers in Dubai, United Arab Emirates. For the first time I've ever experienced, my bellman actually pointed out the emergency plan and gave me specific directions for where to go in case of an evacuation of the hotel.
He then showed me all the special features of my hotel room. There was a big mirror hidden in the desk and all I needed to do was lift up a panel and there it was. I would not have seen it if he had not shown me. And how convenient that was for putting on my makeup and doing my hair. This is exceptional customer service in action.
From my reservation they knew I was American, so they provided the correct adapter for my electronics. It was already in the room when I checked in. This is exceptional customer service in action.
Painted on the ceiling was a discreet green arrow that pointed to Qibla, the direction that should be faced when a Muslim prays during Salah. Being in a Muslim country, it was important for Muslim visitors to know which way to face during their 5 daily prayers. This is exceptional customer service in action.
Most ingenious to me was the jogging map provided to guests to help them find their way around the neighborhood. The map was printed on a small card a little bigger than a name tag you would wear at a conference. On one side it had a visual map with color coded routes. On the back of the map, there was a description of each of the four route variations which included the distance and degree of difficulty for each path. This is exceptional customer service in action.
The map was on hard plastic and came with its own lanyard so a runner could easily add it to their running attire. The whole thing was draped over a water bottle which came with its own Jumeirah Group logo sweat band... after all, we were in the desert! This is exceptional customer service in action.
What steps have you taken to make your customers feel more comfortable? Have you anticipated their needs?
Do you offer special nuances that make it such a pleasant visit that they can't wait to tell their friends about it?
What could you do to take your level of customer service closer to the outstanding hospitality exemplified by Emirates Towers and the other fine properties of Jumeirah Group?
Source:
Ruby Newell-Legner:
link
Article Content: Customer Service Class
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Contact
us for a free consultation on how we can best service your
training needs.
