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 for Different Types of Customers
Loyal Customers Should Be Your Focus
Business owners are obsessed with getting more customers --advertising, displays, and pricing all designed to attract new customers. Getting new customers may not be the best focus of your marketing campaign. I'm here to tell you that if you treat every customer that experiences your customer service like royalty – call them by name, know their birthday, children, likes, dislikes, favorites - they will do all of your marketing for you. If you knew how necessary loyal customers were to your business, you would actually throw your old marketing plan in the garbage and focus on customer service instead!
Let's break down the customers into 5 different genres:
• Customers that love you and you alone (Loyalty): This section of "friends of the family" are less than 20% of our customer base, but make up more than 50% of our sales.
• Couponaholics(Good Deal): They will only buy it if they feel like they are getting one over on you in some way and can feel good about themselves about the deal they have made.
• I want it right now because I can (Impulse): These knuckleheads just wander in, throw it in the buggy even if they didn't need it but thought it looked cool and seemed good at the time.
• Cannot achieve my goal without it (Need): The item that they purchase and only that item will make their scheme work.
• I'm here to soak it all in and see what it does for me (Wandering or Just-Looking): Kind of like the impulsive buyer from above, but they won't buy unless you create an experience or community.
Our Loyal customer base is where we should focus our cutomer service efforts on, and we can set the store or website up to make the impulse shoppers get greedy. The other three can cause us to lose focus and there is no rhyme or reason that will make them buy more.
Who are they and what do we do with them?
Customers that love you and you alone (Loyalty)
Get all of their information including their children's birthdays and favorite sports teams. Communicate with them regularly by whatever means necessary -- telephone, mail, email, etc. These guys control our marketing plan and follow up efforts. Have what they need. Have their sizes on file, a history of purchases, ideas that match their last purchase, offer to resell their last purchase to get them to buy more. Assign an account manager to these people and know them by their first name. The more you do for them, the more they will recommend you to others; this is the customer service marketing goldmine.
Couponaholics(Good Deal)
These guys create cash flow and inventory movement. If you brand all of your customers as money savers, it will wind up costing you money because they return product. Everyone is not all about saving money. Some people actually think they got something cheap or something is wrong with it because they got it for such a low price. Value added service should be your focus instead of lowering your prices or giving out rebates.
I want it right now because I can (Impulse)
Every salesman likes to help these guys. Their favorite line is "I'll take it." Impulse shoppers respond favorably to our recommendations and just make our blood flow. Target your displays directly toward the guys that want it all and make sure they see everything you have.
Cannot achieve my goal without it (Need)
Well taken care of need-based customers become loyal customers, but there is no way you can satisfy all of these people all of the time. How do you satisfy every specific need? They come in or on your website and leave whether you have it or not. The only difference is if you made a sale or not and rang them up. Specific occasions, a specific need. These guys end up training your sales team and make them realize that they don't know all there is to know about everything. Internet sales steal these guys even with a positive personal interaction. Give them to your top salespeople. The only way to convert them from internet shoppers is with service and a smille. These guys have the long term potential, but they are not for the feint at heart.
I'm here to soak it all in and see what it does for me (Wandering or Just-Looking)
How do you like the fact that this is the majority of the people in the store, but the smallest percentage of sales? Your advertising campaign and your location are to blame for bringing these guys in. They are not going to buy anything and you know it. If they do, you got lucky. WAKE UP!!! THEY ARE YOUR VOICE TO THE WORLD!!!. They shop like athletes go to the gym. They are professional experience judges. They mingle and touch and feel and tell everyone they know all about the experience you created for them. Spend your time with them freely, but give them something to entertain them with quickly if one of the other types walks in. Just check in with them occasionally to make sure they are happy.
Behavior patterns of customers distinguish who they are and how they shop. Have patience and research who your customers are. Identify them by their behavior patterns that drive their decision-making process and teach your sales and customer service teams to be more observant.
Source:
Rusty English:
link
Article Content: Customer Service Courses
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