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 Leads to Customer Loyalty
All customers want and expect superior customer service, and it is all too important that we give it to them. Otherwise, our competition will.
All customers want and expect superior customer service, and it is all too important that we give it to them. Otherwise, our competition will.
Your customer doesn’t want to be treated like another statistic along an assembly line. They want to be treated with respect. It is very important that your customer realizes just how important their business is to you.
Imagine if you were a daily customer at a bank, restaurant, or some other establishment. And every day that you walked in, a sales associate would take care of your business, than hurry you out the door, without so much as a hi, bye, or even making eye contact for that matter.
Okay, so you don’t necessarily go to these places to make new friends, but you would think that the experience could be just a little bit positive.
Maybe this isn’t enough to make someone take their business elsewhere. However, it just might if they were approached by your competition, and your competition gave them an idea of just how the grass can be greener on the other side, and managed to swipe that customer from you. And if they did, would you even realize it?
The most important thing to your customer when doing business is customer service. People want to be treated with respect. They want to be addressed by name, they want their phone calls returned, and they want their problems resolved in a timely fashion.
Customer service, believe it or not, is more important to people than the amount of the product, or the overall fees’ they have to pay.
So before you discuss pricing, give them great customer service up front.
When I was in banking, I had an elderly couple take their business to a new bank that just opened across the street offering all kinds of special promotions at their grand opening. They happened to be very good customers of mine, and they were sad to go. They told me that the new bank was able to offer them the same products I could, except the products were free.
I told them that although the products may be free, they would never experience the customer service there that they received here. They understood, but left by telling me that it just made economic sense for them to leave.
A month later, they came back. Needless to say, they were not happy with the other bank’s customer service. I wasn’t at all surprised and was only too happy to have them back.
Excellent customer service is a great way to build customer relationships, and also build customer loyalty.
When I say customer loyalty, I mean they won’t be so quick to jump ship when approached by your competitor.
People love to have the peace of mind that whatever product or service they have with you is secure with you. They like knowing that if ever there is a problem, or if they have a question, you will be there to resolve their issue, regardless of what it may be.
Excellent customer service also leads to loyalty because if your customers like the way you treat them, they will be happy to refer their friends and family to you.
Providing excellent customer service to gain loyalty is quite easy. People love to be greeted by name along with a smile. They love to have their problems resolved quickly, so make sure they know that they can depend on you. They like to have their phone calls returned, so return them.
Customer service is key to retaining your customers, and obtaining all of their business. It is also a great way to obtain referrals from them.
Trust me, treat your customers the way you would treat your friends or family and they will stick with you forever, and provide you with a lot of business.
Source:
Jay Conners:
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Article Content: Customer Service Class
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us for a free consultation on how we can best service your
training needs.
