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 - The Lost Art
Customer service. By all rights the general public should clearly understand its definition. However, I am constantly reminded every time I wonder into the world of consumer goods and services that it seems to have become a thing of the past.
Here is the problem: People own businesses, they hire customer service employees to help run their business, however they neglect to make sure that these people they hire will in fact represent them in the best possible way to their customers. Teaching customer service employees to run the register, wait tables, schedule appointments, execute sales, whatever the job duties are, is not enough! In today's economy and our never-ending push for higher educated customer service employees has overshadowed the need for old fashioned customer service. What some employers assume as common sense or minimal courtesy their customer service employees lack. Make sure your customer service employees don't.
If you run a business, no matter what your product or service is, you should be looking for customers, not just sales. Here is a personal example of what a lack of customer service can do.
I went to a local mall and stopped at the "pretzel" place for a pretzel and smoothie. I understand the one and only customer service employee was making pretzel sandwiches for the one and only other customer in the place, but I stood at the counter for 7 minutes while she made their sandwiches and smoothies (including rinsing out the blender) before she even acknowledge I was standing there. Now honestly, how difficult was it to turn her head around and say "I'll be right with you"? I ordered my pretzel because, heck, I'd been standing there that long anyway, but will I go back? Probably not, cause now in my mind "their customer service stinks!" See, one time, one thing can make a huge difference. Now how many people will I refer there? None. I won’t go out of my way to inhibit patrons of the little shop, but I certainly won’t offer it up as a suggestion for anyone.
Somehow today minimum wage translates into "I don't get paid enough to go that extra mile for the customer." It’s just a job right? Not if you are the owner! We have all heard our parents or grandparents tell the dreaded stories of how they walked 2 miles uphill (both ways) to buy a nickel loaf of bread when they were younger. At the risk of sounding like my grandparents, I remember driving 20 miles for $3.35 an hour to work at a service desk, taking returns and complaints all day and I loved it. Now society has such a sense of entitlement that they think they deserve $7-8 per hour to text on their cell phone and talk over your head to the cashier behind you about what they are doing Friday night!
Having said all this, my next question to you is "how do we make it better?" We demand that it be better. We tell our local business owners when we stand in line without being acknowledged, we ask for supervisors, we phone or email. I, as a business owner would WANT to know if my customer service employees have deterred customers for being repeat customers. You can follow up with customers, offer customer service surveys, and have customer service trainings for your customer service employees. Many business consultants offer on site customer service training for a lot less that it would cost you if you lost a customer. It may be YOUR business, but your customer service employees can have every bit as much influence on your customers as you do, sometimes more.
In the era of fast paced, high tech, ever evolving businesses, one thing should stay consistent and that is old fashioned upstanding customer service.
Source:
Christine Manning:
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Article Content: Customer Service Courses
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