Customer Service Training Workshops:
Our customer service workshop 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 workshops 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.
Workshop Objectives:
In our Exceptional Customer Service one-day
workshop
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 - Getting What You Want From Your Employees
It is not hard to set a goal for good customer service. Reaching that customer service goal is another matter entirely. Facing your customer service employees in a meeting and telling them we will give our customers nothing but our best is only the beginning. It is getting better as the days, weeks and months roll by that can be tough.
I sat in a meeting the other day as we discussed how to motivate our customer service people to do what we wanted them to do. As usual many suggestions were made concerning how to change bad behavior and attitudes. Stories were related about discipline and consequences as they related to other experiences. One comment however, stopped us cold. The question was asked "Do you reward as well as you punish"?
There was almost a collective sigh, "We're not stupid, and we have incentive programs and awards in place". Yes but are they meaningful and do they recognize and reward on the same level for good behavior as you reprimand or punish bad. It is easy to quickly jump on a mistake because you want to get rid of it, but do you just as quickly jump on good customer service when it happens.
The first thing you need to do is post your customer service goals for all to see. A whiteboard by the time clock or break room will do just fine. Let them know this is serious. Their jobs depend on it. You want them know they are engaged in helping the company. They are placing themselves in the profit stream of the business and are responsible while they are there.
Tell them the customer is the most important person in the place. Even more important than you. Let them know that you will be watching for ways to help them improve and that both ends of the spectrum will be noted. This will ring true for them.
Most customer service employees remember when they have been read the riot act for an infraction. Few can remember when they are told "good work" or "nice job". I remember playing football for a hard driving son of a gun coach who almost never gave a good word to any of his players. He was from the old school where you motivated by fear. Sadly that didn't work with all of his players. Some, myself included wanted to here an "atta boy" on occasion.
It needs to be warranted. Nobody wants insincere praise, but when it was given for a job truly well done it can go along way in getting the behavior, that earned in the beginning, to be repeated. A well placed compliment for knocking a man down on a particular play will get you two knocked down on the next. Of course that will require more effort to put the second man down, but it is an effort freely given because of a small amount of positive motivation.
If you want excellent customer service out of your staff you need to work both ends. Correct the problems and reward the proper actions. You will be surprised at the speed your customer service staff achieves your goals. It is never a bad thing to use a little grease to get the wheels moving. As long as it is the proper grease and in the right amount.
Source:
David Wilding:
link
Article Content: Customer Service Classes
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training needs.
