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 Seminars - Believe in Customer Service!
After twenty years in Financial Services, mostly in senior management roles, Customer Service is part of one's DNA! Having sold life insurance and general insurance, the experience gained in the art of customer service has been priceless. So, imagine, coming into an industry where it appears rough and tough and its taken for granted that one does not need to be a rocket scientist to succeed; just endurance!
The delivery of decent customer service is really simple; there's no magic formula. It’s as simple as deciding to be different to the rest of the singlet gang, establishing a basic customer service framework and then executing the customer service plan. So where do we start? Well, how about just greeting your customer professionally and politely in a way that makes them feel welcome and important. "Manners maketh a man" the old saying goes and never a truer word said for the business arena. Try a warm greeting and see how your client is engaged from the start.
Despite the fact that our customers call us because they have a need, we can not assume they have a need for OUR product or service. That's presumptuous! You see, despite the fact that they have called in, does not mean they trust us. They invariably don't. At some point, we want the client to buy our service; right? So, at some point, very early in the game, we need to establish credibility. That's the starting point in overcoming the barrier of "no trust". If we can't achieve that, we won't get past go!
There are some fundamentally important basic customer service rules and probably the most important of them all is to make sure we never challenge a client. Allow the customer to be who they are and feel what they feel and indeed, say what they want to say. It’s all in the empathy! If we get that right, the rest is easy, it really is.
There's a whole sales process that we need to follow if we are serious about improving the bottom line and standing out from the crowd with our results. That process is best described in another article. For now, let's just focus on delivering a great customer service experience. Don't think it’s only when the move takes place. That is of course where the rubber hits the road. It’s also where so many removalists place their focus. I could never discount the importance of that but it's the subtleties, like great customer service, that make you different.
How good is your telephone manner? How constructive, efficient and useful are the questions you ask on the phone or the statements you make that earn you the respect of the client? The customer's peace of mind starts long before the move. Peace of mind starts with the client knowing they are dealing with someone who not only understands what it is they are going through but who cares about the customer relationship.
Once the professional reputation has been established, it’s vital that the business follows it up with professional documentation; documentation with succinct and relevant information. Imagine at this point just how secure the customer feels?
It’s crucial that we evaluate and understand the customer's expectations, fears and reservations and then check to see if our pre move service delivery addresses those expectations, fears and reservations. Once the documentation has gone out to the customer, ask yourself if the fulfillment of contractual obligations ( for the customer that is) has been made hassle free.
Next, make sure your customer records are clear and accessible to facilitate good pre move customer service if and when the customer calls. If our customer service delivery before the move is world class, the job is half done. You'll have a client who is relatively relaxed on move day.
When the crew arrive, the basics are vitally important! If our customer is politely greeted; if the team leader explains to the client how the move will roll out and if he communicates throughout the move with the customer, it’s all headed in the right direction. Chances are it will be a good day for all.
It doesn't stop there though! When the team leaves, the customer should have the peace of mind that nothing has been left behind and that he or she has a full understanding of what final costs they are faced with. That way, there can be no surprises. In fact if the office communication from the initial inquiry is clear, then there is no reason why what the team tells the customer on the day, won't be consistent. Customers need to feel that they have had a professional and fair deal and the secret is in the consistent communication.
What about when it’s all over; the customer has paid and the truck is back at the depot? Is that it? No way! The post move communication is really important. Feedback is breakfast of champions they say! Never a truer word spoken. Your business will only ever grow if you listen to your customer. Feedback is infrequently uncomfortable but remember this..."it’s not the problem that's the problem; it’s how you handle the problem that's actually the problem".
Source:
Derek G. Perkins:
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