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 Courses - Surveys - Your Customer Service Performance Report Card
If you really want to know how your customers perceive your retail store's customer service, there's only one way to find out. And it's really very simple: Ask them!
There is a problem however, these questions, when asked by the store owner, manager or personnel usually produce skewed answers. Unfortunately too often, store personnel get the answers they want to hear and not answers that can help them improve their customer service. As part of a Discovery Process our company conducts customer service surveys and we find that customers, as a group, give us more candid answers than they would store customer service employees. Our customer service survey system occurs in three parts:
Entrance Interviews: Some of the questions we ask are: Where do your customers come from? How did they learn about you? What is their Zip code? Are they searching for something specific or just "browsing"? If they are searching for something specific did they try you 1st, 2nd, or 3rd as their source? We estimate the age of the customer, note their sex and record their entrance time.--This type of information can help you determine where to advertise and what current advertising is working effectively. It can help you determine your store's slotting (destination store, regional competitor, price-driven niche, product-driven niche, convenience...extremely important) and whether your store is perceived as a "primary" source for what your customers are looking for. The information regarding age and sex can help clear your understanding of an "ideal" customer (also very important).
Exit Interviews: We record the shopper's exit time to determine the total shop time. (You may need to identify them by giving them a numbered coupon in order to accurately track their shop time) This is an important measurement and as you strive to increase shop time (through display and store layout) you will almost certainly increase per customer purchases as well. If the shopper was shopping for something specific, as determined in the entrance interview, we ask them if they found the item. If they found the item but did not buy it, we determine if it was a pricing issue. We ask them their overall opinion of their shopping experience and reward them with a small gift for participating in our customer service survey.
Random telephone interview: This type of interview can be most enlightening and we use these interviews to answer a number of questions. For instance: What is the perception of your store's shopping environment? How does the customer contrast the shopping experience in your store against your head-to-head competitors? How does he perceive your customer service? Are hours of operation convenient? What does he see as your store's biggest weakness? How would she describe your store to a friend?
Customer service surveys in your retail store are critically important. Customers are the heart of your retail operation. To gather this important information, it's best to use an outside customer service as an objective approach gathers more reliable and informative data.
Source:
Philip H. Mitchell:
link
Article Content: Customer Service Courses
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