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 Courses - How to Turn Customer Service Complaints into Profits
The first thing that most people think of when they hear a customer service complaint, is that it is bad for business, and future sales can be lost. While this can be true, it is also possible to turn customer service complaints into a profitable situation, with great possibilities for the future. The following are the 7 best actions that you can take for making sure that your customer service complaints turn into profits, not failures:
1. Plan; no matter how great your customer service program, how wonderful your products and services, and how perfect your business plan, you will always have customer service complaints every now and again. Therefore, it is only wise that you should prepare yourself by planning in advance for these customer service complaints, and knowing how you will deal with them when they come. The key is to plan to use a positive attitude. Make your main goal the preservation of a business relationship with the customer who is complaining, instead of aiming only to achieve your current profit from them. If you please your customer now, then the profits will come later with continued sales.
2. Give Priority to Customer Service Complaint Resolution – give your customer a pleasant surprise by providing him or her with a fast response to the customer service complaint, with a clear explanation of how the issue will be resolved. If the problem cannot be immediately worked out, ensure the customer that it is among your highest priorities, and then do everything possible to have the problem solved very quickly. The longer the length of time a customer has to fret about the problem being solved, the less likely the customer will be to accept a solution that you provide and then continue to be your customer.
3. Be a Professional – even if the customer is not behaving in a professional way, it is important that you remain a professional throughout your entire dealing with that person. A customer making a Customer service complaint will sometimes
behave in an adverse and aggressive way; this is the result of an assumption that you will be resistant to resolving the issue. However, by showing that you are genuinely willing to help them, you can assuage those feelings, and assure them that they are in the right hands for getting things done.
4. Own the Issue – no matter what the problem may be, and no matter whose fault it was, take the responsibility for resolving the Customer service complaint. If you try to place blame somewhere, you’ll only look as though you are trying to make excuses. The customer doesn’t care who did it, they only want the problem resolved. Begin by apologizing for the inconvenience to your customer, and continue by explaining the possible cause. Finish by telling your customer precisely what you intend to do to solve the problem.
5. Give Compensation to Inconvenienced Customers – though the hope of complaining customers is for a solution to the issue of their Customer service complaint, the frequently expect (and receive) much less. To truly turn the situation into a favorable one, give your customers a pleasant surprise by solving the problem quickly and effectively, and then compensating them for their inconvenience. This turns their attention from the problem to their added special treatment.
6. Follow Up – don’t just assume that because you haven’t heard from the customer that all is well. Follow up on the issue to confirm that the customer is indeed satisfied with your service. This not only shows how much you
care about your customer’s satisfaction, but it also strengthens your relationship with this person.
7. Take Preventative Action – consider each Customer service complaint to be an opportunity to learn and improve. Use each one to identify the cause of a problem, and make attempts to fix these weaknesses in your business. Frequently they are only minor and easy to avoid in the future.
Customer service complaints are the ideal time to show your customers what you’re really made of. Instead of getting frustrated, consider Customer service complaints the perfect opportunity for reinforcing strong customer relationships, and bettering your business for customers to come.
Source:
Robert Moment:
link
Article Content: Customer Service Skills
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