Customer Service Training Seminars:
Our customer service seminar 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 seminars 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.
Seminar Objectives:
In our Exceptional Customer Service one-day seminar
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 Seminar - Customer Service Vs Lowest Price
About the Customer
When a consumer sees a product that they are interested in purchasing they will definitely look over what it is actually selling. Realistically speaking, can a business do with just an inexpensive banner they purchase online? This is a difficult call. Low pricing entices consumers, but purchases are conservative unless a budget is rather tight. Is this a business model to be loyal to - whatever is least expensive? What exactly is brand loyalty and how does it work?
Brand loyalty consists of a connection between the consumer and producer that is a strong tie between buying a product and receiving exactly what the consumer wants in it. For example, I know when I purchase a brand X product; I am getting a good quality product, made at a consistent level, and it always meets or exceeds consumer expectations. It forms a connection with a level of expectation. When something is priced cheaply, it does not have the same connection - it is a low price scheme. Low priced products are a mixed bag of good and bad until tested. This applies to anything that is low-priced, from services, to electronics to bulk breakfast products, for instance. Many consumers feel that they have ever bought a low-ball priced item without a recommendation that was above their expectations. When a consumer has gone down this path, it lowers the value in advance. As people, we feel better when expectations are minimums and products surpass expectations, rather than lower them. What consumer likes to feel mislead?
You Can Gain Loyalty with Good Customer Service
A particular customer recently went shopping with their wife at a well-known department store that prides itself on customer service despite pricing higher than many other department stores. The customer here feels more like a well-respected client. This is a concept that is best watched in action: there are helpful sales(customer service) people available, who are very interactive, helping you make decisions, checking their backroom stock, checking other stores' inventory, offering to ship the product, a purse, to his wife for free. His wife bought a purse, in his analysis because a salesperson was ready and without that enthusiasm and willingness the purchase would not have occurred. To further prove his point, this customer then shopped in the men's department for himself. He was surprised he received the same level of attention. The salesperson's actions catered to his needs and caused him to want to pay more than his usual price cap for his product, a shirt. The shirt was not in anyway better than any other department store shirt, so the customer waited to buy it. Yet, he would go back in a heartbeat, just because of the attentive salespeople, and their way of bonding him to the store and expectation level. This is an example of how you can improve your business.
Follow Up is Important
About a week later, the customer's wife received a hand-written note card signed by their salesperson that stated they hoped she was enjoying the new purchase, any problems or questions contact them, and saying it was a pleasure to meet her, and then thanked her for shopping at that department store. The note impressed his wife, and her husband to date has never seen anything like it; the customer was especially impressed because the purse was not outrageously expensive, and they made her feel like they still cared about her purchase. People want to feel cared about, as a part of human nature, and this was a perfect example of it in the business world.
How Does Your Customer Service Compare?
Businesses that are service-related should have great customer relationships, but few actually do: it is more the exception than the rule. A happy medium between customer service assurance and price has to be reached. A few tips that can be useful are to operate interactively with all customers - do not be an order taker, and listen to all concerns, even if they are seemingly the same to you. Provide multiple suggestions for budget-minded clients, their corresponding levels of expectations, and future protection like a long lasting warranty or guarantees. Take the time to personally thank each client. This also allows you to see how the product worked out for them, by way of a phone call or note.
Is there a correlation between sound customer service and offering the lowest price? On the other hand, will higher pricing attract customers to a superior service? With experience, it is seen that first-rate customer service allows customers to gain trust and loyalty to the company. It is human nature to choose what you trust. Customer service clearly makes a company stand out, even in the face commoditization. From a marketing perspective, building a loyal client base is the core of building and maintaining a competitive advantage against other companies in the long run.
There will always be start-up companies and Internet companies that have little overhead or whose product can be acquired for a cheap price. These companies do not ensure customers with a hand-written note, or care about the quality of their purchase, or shopping experience. The ability of a company to change perceived notions and values is amazing. Brand awareness is a quality that is important to in building a loyal base of customers that will refer your business by word of mouth, personalize customer service to fit their target needs and even maybe have encourage you to hand write a thank you note.
Source:
Hal Hoadley:
link
Article Content: Customer Service Seminar
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