Customer Service Training Courses:
Our customer service course 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 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 in a customer service training course customized
for you!
Course Objectives:
In our Exceptional Customer Service one-day
course
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 Classes - Difficult Customers Deserve a Smile Too
Assisting a difficult customer can be as pleasant as getting a root canal. For the business owner or anyone who communicates with or provides a product or service to members of the public, otherwise known as consumers, will at some point come in contact with a difficult customer. Customers generally become difficult when an expectation has not been met. This difficult interaction can become less stressful and result in a positive outcome by adhering to that familiar phrase " service with a smile". But don't just smile, empower that smile with a few useful tools.
Serve the customer by maintaining your professionalism and listen. Give the customer eye contact and nod to show that you are giving her your attention. Show empathy and do not interrupt while the customer is talking. As a rule, allow the customer two minutes to vent and then proceed to manage the interaction.
Manage your interaction with the customer by asking pertinent questions that will help you understand the problem and eventually fix it. Restate what has been said to make sure you understand what the customer has said. Take notes so that you won't forget minor details. Taking notes also adds to your credibility and it makes the customer believe that you are serious about helping him. You can refer to your notes for accuracy as you inform him about his options.
Inform the customer about why the problem occurred and what you can do to help her. Always offer the customer options. Allow her to participate in solving the problem to the extent that your organization will allow. Maintain your cool throughout your encounter with the customer.
Laugh in silence to maintain your stress level. Never take difficult customers too seriously. Maintain a since of humor in your work environment. Use a stress-ball or think of a place where there is total peace and serenity prior to evaluating your encounter.
Evaluate each difficult encounter and follow up with the customer to make sure he is satisfied with the outcome. Allow employees the opportunity to share where permissible about encounters with difficult customers. Use these examples as case studies, allowing other employees to offer suggestions for effectively serving the difficult customer.
Difficult customers should be viewed as an opportunity to gain a loyal customer. It costs businesses more money to attract a new customer than it cost to keep an existing customer. Customers are the reason you are in business. Many businesses offer similar products and services. Customer service is what distinguishes one business from another. So, go ahead exceed your customers' expectations and don't forget to empower your SMILE.
Source:
Siddiqa A. Gibson:
link
Article Content: Customer Service Classes
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training needs.
