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 - Can You Survive Without It?
In today's business world a great deal of emphasis is placed on the importance of providing great customer service. But is this really such a necessary part of business? We no longer conduct the majority of our contact with businesses over the phone or in person. It seems like today the majority of contact is through the internet and email. Is the role of the traditional customer service agent dead? It probably isn't as long as you hear the term "a real person" cropping up in conversations centered on doing business in today's technologically advanced world.
The reputation of customer service has taken a real beating lately. From deteriorating phone manners to outsourcing to long automatic phone systems that require you to push button after button only to dump you into seemingly endless 'hold', the tenants of good old fashioned service seem to have fallen by the way-side. The truth is, many companies have neglected the customer service aspect of their business to the detriment of their customers. Although many businesses no longer hold that quality customer service is necessary, almost 100% of customers surveyed have said that poor customer service will drive them away. This is even the case when it is a company they have had a long standing relationship with. If a lack of good customer service is driving away your customers can you really afford to be without it?
For most businesses the answer is to try and balance quality with cost in order to please the highest majority of customers while still maintaining a good budgetary balance. To do this it is necessary to closely examine all of your customer facing employees and interfaces. Put yourself in the customer's shoes and imagine if you were calling your help line. If the auto call routing system requires more than 3 buttons to route the call it is probably too complicated. If your employees do not greet the customer properly, use good listening skills, and quickly solve the customer's problem then perhaps better training is needed. Even when the majority of contact with customers comes through email and the internet you will want to ensure that the information they need is easy to find and that email replies are well worded and polite.
It is easier to keep an existing customer than to create a new one and your customer service team is the number one way you have of keeping customers. Make sure the customer service team is properly trained, the customer resources are easy to use and supportive and that your entire customer facing unit is given proper support and customer service training.
Source:
Tony Jacowski:
link
Article Content: Customer Service Class
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us for a free consultation on how we can best service your
training needs.
