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 - Measuring Customer Service Needs; How Much is Too Much?
People often ask, "What level of service should we strive to provide? Should we give 'Unbelievable!' service if our customers are not willing to pay for it?"
My answer is definitely no! You can measure customer service needs to set a reasonable level to provide. Don't go to the moon on service if your business model on the moon doesn't work. No sense "serving yourself to death," bending over backwards but going broke in the process.
You need to measure customer service costs to determine what level of service your business can provide, and match that with what your customers are willing to pay.
Take note: customers rarely put voluntary limits on their service expectations. That's why making clear service agreements are so important to you...and your customers.
You must communicate clearly what you promise to provide, and what you are not promising, too! When you measure customer service make sure to set the limits and clearly define them to keep clients satisfied. The manager of a local Internet Service Provider (ISP) approached me with this relevant complaint that demonstrates the need to measure customer service levels:
His staff goes into customers' homes and offices to install modems and communications software. They train their customers to access new e-mail accounts and surf the World Wide Web.
Before his staff can leave, however, office-based customers start asking about unrelated hardware compatibility, new software upgrades and suggestions on how to fix non-working printers!
Eager home-based customers insist on help installing new games and joysticks, debugging new versions of Windows, even assistance repairing their children's Nintendo!
His staff's explanation that, "We are just an Internet Service Provider, not a computer repair service," seem to fall upon deaf ears. As far as his customers are concerned, "You are the computer people, and we have a computer problem. Now that you are in our home or office...fix it!"
One look at his brochure reveals the source of the problem and the need to measure customer service levels and clearly define them. It reads: "Enter the digital age! Modernize your life! Capture the computer advantage!"
Plenty of glittering encouragements to buy, but no clear and detailed listing of the actual service promise. To eliminate the problem, this company must clarify and specify what services they do provide...and what services they do not after they measure customer service levels and determine their own parameters.
For example:
We provide A, B and C.
We do not provide X, Y or Z in the normal service package.
We can arrange X, Y and Z for you at an additional charge, or
We have associates who can do X, Y and Z. Reliable referrals are provided on request.
Key Learning Point
Take the time to measure customer service value. Then be sure the service agreements you make with your customers and internal partners are complete and clear. Misunderstanding can lead to disappointment once delivery of your service is underway.
Action Steps
Check with your customers and staff. Find out where misunderstanding and disagreements arise. Then look closely at your proposals, contracts and service level agreements. Wherever uncertainty is found, replace it with accuracy, clarity and understanding. Take the time to measure customer service value and define limits and misunderstandings are less likely to happen.
Note: Don't use this principle to avoid regularly upgrading your service agreements. With technology you may improve the quality of your service without increasing your costs. (Your competitors are working on it now.)
Source:
Ron Kaufman:
link
Article Content: Customer Service Seminars
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