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 - Is it Dead?
All you hear and read about is providing incredible service in everything you do. Well, let me tell you, a lot of a business owners' time is focused AND wasted on trying to provide effective and incredible customer service. That's what all the major corporations and business gurus out there want you to think. While you're wasting your time focusing on providing great service, they're busy taking all of your sales!
When was the last time you had a good customer service experience at some of the big box retailers?
Do you expect good service?
Why do you shop there?
I would guess it is not because of good customer service. People shop at these retailers because they know they will get the lowest price for a product. If you expected good service when you shopped there, you probably would be disappointed and would not return.
Many big box retailers do not focus on effective customer service and neither should you unless you think you know more than they do.
Case in point: Wal-Mart focuses on the expectations and experiences of their customers. Wal-Mart knows their customers EXPECT a "low price always" so they strive to create the effective experience of "low price always" in all they do. It is the experience of fulfilling the consumer's expectations which will provide repeat customers and drive new customers to you! And just to keep things in perspective, I am not saying Wal-Mart does or does not care about customer service. This example was meant to highlight their approach toward providing their customers an experience.
Instead of focusing your attention on service, you must instead focus on the experience your customer desires. Giving the customers what they want, when they want it is far more positive and beneficial to your company than any customer service initiative you could provide. One customer service employee having a bad day will ruin your effective customer service promise and will probably drive your business elsewhere. By understanding the consistent experience your customer expects - you will be able to create a vision, mission, culture and strategy that focus on always providing this customer service experience to your customer.
You need to ask yourself - Who is my customer? What do they want? How do I give it to them? When you can answer these questions, you will also be able to create a customer service experience to drive your business.
Source:
Peter Cicero:
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Article Content: Customer Service Seminars
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training needs.
