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 - Your Customer Service Philosophy
Before you act as if you know all there is about customer service, perhaps you might take in a bit of strategy, psychology and philosophy in the art of pleasing your customers. There is nothing easy about great customer service, and to achieve a mass number of raving clients takes work, it takes a team and it takes a little preparation and vision as well. Perhaps, I might be so bold as to recommend a couple of very good books on customer service that you indeed, may really enjoy?
"Keep the Customer - Making customer Service Your Competitive Edge" by Robert L. Desatnick. 1987.
This book explains how to turn your employees, all of them, into customer service representatives, even angelical customer service groupies. How to motivate them, train them, monitor them and turn your customers in to an army of word-of-mouth marketers. The appendix is filled with sample customer surveys and other forms, and ideas. Such as training outlines, customer exit interviews, and job descriptions of those you hire to make all this come true.
"The Customer Comes Second - and Other Secrets of Exceptional Service" by Hal F. Rosenbluth and Diane McFerrin Peters. 1992.
The philosophy, fostering and growth of the customer service attitude is this book's strength. Making customer service a way of life, its own mission statement and a given. I think that if Starbucks can bring back that legendary service that they started with, they would deserve a place in the updated next edition of this book.
My thoughts are this; if you read these two books you will walk away with a much better understanding of what customer service really is, even if you have been involved in customer service all your life!
Source:
Lance Winslow:
link
Article Content: Customer Service Courses
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training needs.
