Customer Service Training Classes:
Our customer service class 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 classes 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 in a customer service training class customized
for you!
Class Objectives:
In our Exceptional Customer Service one-day
class
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 Key to Satisfaction
The responsibilities of customer service representatives include handling and resolving complaints and to be of assistance to customers who require information about products and services. They also need to build a loyal relationship with the customer and the information they provide has to be accurate.
Most businesses provide customer service and service representatives are there to be a direct source for the customers needs. Excellent customer service means that the customer will feel happy knowing that the organization is there to cater for their needs and always willing to help them resolve the problem if there is one.
Most customers would prefer to contact the customer services by telephone whether it is for a complaint or for any other general enquiry. There are also other ways such as Email, faxes or general mail, but a call centre type telephone answering line is the most quickest and easiest way for the customer to get their point across, their complaint resolved or for a quick answer to their query.
The customer service representative has to be polite and friendly and always able to be there for the customer in order for the customer to come back. This makes the business more profitable. Outstanding customer service also makes the business very competitive. The more excellent the service is the more customers want to stay and be loyal to the business or even helps new customers join.
Customer satisfaction means that the customer is provided with great service and their expectations are met. Not all customers that are not happy complain, most customers will just tell other people about it, which is much worse as you cannot resolve their problems if you do not know about it. This then results in the business losing the customer and them and potential customers going elsewhere. So the business will need to gain trust from the customer and control it, in order for the customer to stay loyal.
The customer needs to feel that they can trust the business in order to stay committed. They need a good relationship in order for them to communicate and say how they feel, this then helps the business grow and gain customer loyalty.
The business should have a policy in which they do whatever it takes to make the customer happy. The business should continually assess the customer’s perceptions of the business in order to keep the customer on board and the business should always compromise with the customer in order for them to feel that there is always a solution to their problems.
Excellent customer service may be difficult but if carried out correctly, it will work out to be very profitable and the business will grow. Whether it’s to promote a new sale, handle a complaint, answer a query or even to take a compliment on the service the business provides, the customer service should always be excellent in order for the customer to have good thoughts about the company and tell their friends about it. This will never go wrong as long as the customer service representative is willing to go the extra mile with the customer. So always remember the representative needs to be polite, willing to go the extra mile, answer queries accurately and make the customer feel welcome. With all this in mind the business will always have its profit and cannot go far wrong.
Source:
Kristy Howells:
link
Article Content: Customer Service Skills
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Contact
us for a free consultation on how we can best service your
training needs.
