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 Foundation of a Solid Business
We begin to understand the value of developing long term,
reliable relationships with our clients. It is mandatory to
maintain a good relationship with good customer service
rather pitching the sales. Customer service is the gateway
and a customer could identify the quality of your company or
a product through this. They will use you again based on
your customer service.
Most satisfied clients would refer your services or
products to their friends too. This would help us to save
our marketing expenses. Hence, the sales and the success of
your business are not only lying on the quality of your
product but also on the quality of your customer service.
So, do you think you can achieve building a long term
relationship by only applying the changes externally (with
the customer)? The answer is no. At first, you should imply
new strategies internally to improve the external presence.
Appropriate customer service training should be provided
to the customer service employees as well. Further, let us
discuss a few basic rules to provide good customer service.
Handle every call:
Every call should be answered. You can opt for an answering service or call forwarding system to make
this job easy but should not leave a single call without answering. But you should make sure that a live person is answering and not a recorded robot as customer needs a live person to pick up and answer the call.
Do not make blind promises:
Reliability is the essence of any relationship. Hence, you should keep the promises you made or else, it is better not to confirm the things which are unsure. If you are promising, "your goods will be delivered on Monday", you should make sure that the goods can be reachable on Monday before saying that. Also, it is really important to meet the deadlines of your customer.
Listen to your customers:
Let your customer talk and listen to the him/ her properly. It is not advisable to interrupt while they speak. Show them that you are listening the each word carefully and provide them an appropriate response.
Give priority to the complaints:
I agree that no one like to hear complaints. But we cannot say that we can please every client all the time. But if you give your attention to their complaints properly, you may be able to please them and it would be easing the process of explaining the details to them. There are cases where few complaints brought sales to the company because of the good customer service.
Be helpful:
It does not mean that you should show all your customer service quality to the clients who provide immediate profit. One day my friend went to a local watch shop as he lost the small piece that clips his watch and the band together. When he explained his problem to the shop owner, the shop owner found the one lying around and fixed it to his watch and charged nothing. He would have told this story to all the other friends as he told me. When he needs a new watch or watch band, he would surely go to this shop. Here, your shop name would have reached many people for free of cost because of a small help you have done. Hence, train your staffs to be helpful, polite and knowledgeable.
Apart from the above, you should give something additional. It may the coupon for future discount, any additional information about the product and a genuine smile would also add more value to your service. These strategies would make your business to be known among people for your good customer service.
Source:
Debra Claudice:
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Article Content: Customer Service Courses
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