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 Course - Defining Quality Customer Service
When I work with retailers helping them to improve their customer service I first ask them how they define it. By far the most prevalent answer I get is something like "well, it's waiting on customers and helping them find what they want and that kind of stuff". I believe that this is the concept most people have about what customer service is and it’s not wrong, but it is incomplete. I realized early on that if we are going to improve customer service we must first be able to define it. In the book Discovery-Based Retail I define it like this, "the sum of all acts and elements that allow a customer to receive what they need or desire from your store".
By this definition customer service is much more than the traditional concept. In fact, by this definition every element of the shopping experience is part of customer service. For example, consumers desire convenience, therefore if your store is not conveniently located, your customer service is behind the game before the customer ever enters yours store simply because she has already been inconvenienced. Therefore she has not received what she desired from your store.
"Wait a minute", one might say "that's part of the physicality of our location...not customer service." Please stay open minded to the definition and consider this: you are in an all out war for each customer. Choices have never been greater and therefore you need an advantage. With this expanded definition of customer service you can begin to look at your operation with, what in effect will be brand new eyes. Every physical characteristic of your operation is included in the "elements" portion of the definition.
When you begin to think about the interaction between people--your customers and your salespeople, then you move to the "acts" portion of the definition. For even today, when we are bombarded by electronic communication and "virtual" relationships, there is still a fundamental desire for recognition and contact. Look back at the definition for a moment and you'll see how this all ties together. There is not sufficient space in this article to cover many of the "acts" of customer service, but here's a quick tip: Train your clerks to learn the names of as many of your customers as they can. Instruct them to call your customers by name when they can. Encourage them to build "friendly" relationships--all things being equal people will always buy from friends.
As you begin to define customer service in this manner, you will have new ideas explode in your head as to how you can improve your customers' shopping experience. Improve their shopping experience by providing them with superior customer service by this new definition and watch your business grow!
Source:
Philip H. Mitchell:
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Article Content: Customer Service Course
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