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 Classes - Tips For E-Customer Service
If you have a business, you will need to pay attention to customer service. This applies to all kinds of business - online, offline, home-based, retail, service, etc. You simply cannot succeed at business without good customer service that exceeds expectations, and trumps that of your competitors. Competition is just too fierce to ignore customer service.
Sometimes customer service is a matter of responding to a telephone call. It could be if you have a retail location, the customer will walk in and you have to deal with him right there on the spot. But these days, there is a good possibility you will receive some communication by email and you will respond the same way - by email. The worst thing you can do is to leave this email communication in the hands of untrained personnel, who may have 1) never received training in the art of good customer service, and 2) never received training on proper use of email. That would be a dangerous one-two knockout.
In this article, I am not addressing "in person" or telephone skills, but instead, we will be discussing customer service provided via email. All three scenarios deserve individual attention.
Here are some basic tips:
First, always respond promptly. It is death to a customer relationship to procrastinate answering a customer service related email, even if it looks like a "no fun" situation.
My mother always told me to tackle my least favorite tasks first and then the rest of the day could be spent on happier things. The same principle applies here - go ahead and get it out of the way.
Cool down first, if the email is angry or nasty in tone. Before you answer an email that is less than gracious, perhaps even angry, accusing or nasty in tone, make sure you are cool and level-headed. Answering in like manner is like throwing fuel on the fire - very counterproductive. Do something else for a few minutes, then go back and deal with it when you have a proper perspective. Remember, in most cases, this is NOT personally directed towards you.
Address the customer by his full and proper name. Even if he has signed his name "Joe," don't write "Dear Joe." Instead, write "Dear Mr. Smith" or "Dear Joe Smith,"
Never use casual speech/writing and avoid the use of slang or email abbreviations, such as BTW (by the way) or FYI (for your information.) These are only acceptable when you are on a very casual basis with your recipient.
Ignore the tone of the customer's email (if it isn't positive) and go ahead and write an opening line that expresses sincere interest in serving his needs. Ex: Thank you for writing to us; we appreciate your business and will try to answer your questions thoroughly.
Then, give concise, clear details as to how to resolve the issue at hand. Use short bullet points and if there are links where further information can be given, be sure to include those. Do NOT respond to accusations or name calling - do not respond defensively.
Just answer the question behind all the unnecessary verbiage from the customer in a polite and calm way.
End with a smile. No matter what the customer has said, after you have calmly addressed any real issues, thank him again for writing and for doing business with you.
Proofread your email for spelling, grammar and tone.
Sign off in a professional manner. You should have a "signature" stored in your email client for customer service. Be sure to use it. If you don't, just make sure you've used your full and proper name, your company's name, your job title, and give contact information.
Customer service is everyone's job. Here's a closing thought - "Take care of your customer -- if you don't your competitor will."
Source:
Jeanne Kolenda:
link
Article Content: Customer Service Classes
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
