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 Skills - The Customer Service Experience
The customer service experience with any help desk should be positive and consistent across multiple channels. Many businesses are not able to provide a truly consistent experience across multiple channels during any given inquiry process.
Customers should be able to seamlessly transition between online (self-service) and offline (assisted customer service) channels. Organizations that utilize a help desk should provide consistent and integrated views of their companies and products across a variety of self-service and assisted channels.
Defining the key elements of an effective customer interaction ecosystem may help bring some clarity to the situation. Most customer interaction platforms require the capability to manage customer queries across two primary sub-categories: An Assisted customer service Help Desk and Web Based Self-Service.
Assisted customer service Help Desk provides or enables human interaction with customers via phone or face-to-face interaction as well as the Internet through e-mail, chat, or click-to-call. This type of service is best suited to complex, multi-faceted interaction which requires a trained customer service agent. Obviously this requires a higher level of knowledge by the customer service agent that is delivering the customer support.
Self-Service solutions offer support via electronic means and allow customers to access information quickly or to perform simple transactions, usually via the Internet. They include signing up for a variety of status quo offerings, searching for answers, gaining information, or perusing FAQs. They also include next generation solutions such as virtual customer service assistants and instant answer agents.
Effective Self-Service transitions qualified sales and service leads to the most appropriate assisted-service channels. The Assisted customer service agents must be able to access the same information the customer does at a minimum and must be able to see the information entered by the customer. Customer service agents should also be able to transmit this information electronically to the client in such a way that the help desk agent can find and locate the customer's request and email or automatically fax the information immediately.
A positive cross-channel experience increases the ability to achieve first contact resolution. Today's businesses must deploy the software and train their customer service agents in order to:
- identify the customer goal or need
- enable the customer to access consistent information quickly
- connect the customer to the best service channels for the identified need or goal
- provide clear, consistent answers
Source:
Steven J. Davidson:
link
Article Content: Customer Service Skills
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us for a free consultation on how we can best service your
training needs.
