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 for Superstars - Work Like You Own It
Years ago, when I reported for my first day of work as a restaurant busboy, the maitre de said something to me that I have never forgotten. He said, "I want you to work in this restaurant like you own it". I remember thinking... "What on earth does he mean by that?" Not long thereafter, the implication hit me, and I never looked at a job the same again. Working like you own it means that you take pride in your work, and will never allow yourself to give anything less than excellence every time. As we begin this year, let us examine the specific qualities that allow such customer service superstars to shine.
* Customer service superstars take pride in their personal appearance. If you look impeccable, you feel impeccable, and if you feel impeccable, you serve impeccably. It's as simple as that. Although many businesses have a dress code, it is always evident which employee’s takes pride in how they look (regardless if the uniform is a t-shirt & jeans or a suit).
* When customer service superstars begin their shift, the fundamental question they ask themselves is..."how and who will I wow today?" One housekeeping room attendant took it upon herself to frame the personal pictures of a guest who was staying in the hotel for close to one month. A doorman decided to research and find a book that he overheard a guest had been looking for (for several years). A front desk agent ordered a birthday cake for a business traveler who was traveling alone.
* They identify customer preferences, act on them, and share them with teammates. Customer service superstars know that it is not enough for only them to know preferences; they want everyone on their team to know. Whether it's a preferred name or a food/beverage choice, acting on preferences helps to personalize the customer service experience.
* They give teammates recognition for when they serve with excellence. Superstars love to work with other superstars.
* Superstars have personal customer service standards that articulate their individual approach to customer service. Whether it is standing up from behind a desk to shake hands, offering to escort a customer, or sending a personal follow-up note card, the personal customer service standards are a key piece to the customer service excellence puzzle.
* When they receive a complaint, they take ownership of the complaint, ensure it gets fixed and follows-through until it’s resolved (to the customer's satisfaction). They don't hope that the customers complain to someone else, and they definitely don't blame other departments. Customer service superstars take ownership.
* Above all, "taking ownership" means you have vested interest in the business. You make suggestions, you identify common customer service errors, you take initiative, and you think of innovative ways to attract & retain customers. In short, you are NOT just a warm body taking up space and collecting a paycheck. You are more than that. You are a customer service superstar.
Action Steps
As we all know, its one thing to plan, but it's another to actually do. So here are 4 easy action-steps that can help you get this year started right!
1) Make a list of 3 things to do over the next week to "Wow" your customers. Then make another list of 3 things to "Wow" your team mates. Start "Wowing"!
2) Identify a customer preference, act on it, and share it with your team. Be sure to challenge your team to act on the preference as well.
3) Recognize a team mate for a job well done. For recognition to matter, the key is to find out how that specific person likes to be recognized.
4) Write 3 personal customer service standards and share with your immediate supervisor and your team. Use the personal commitment card for this activity!
Source:
Bryan K. Williams:
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Article Content: Customer Service Seminars
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