Customer Service Training Workshops:
Our customer service workshop 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 workshops 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.
Workshop Objectives:
In our Exceptional Customer Service one-day
workshop
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 Training - Bank on It
We chose our bank because a friend had opened a branch near our home. We kept our business at that bank for the last nine years because of the exceptional customer service we have received. Exceptional customer service will be the driving force as to whether you keep existing customers and grow your customer base.
This bank is a small institution but big on value. They represent the perfect example of what I believe customer service should be like in any business.
The right people are hired to work with the public. In any service industry, the people make the business. We have all had negative experiences from someone who was not a good fit for the customer service position. At the bank, employees are hired for their "people skills" and it shows.
Customer Service Staff members like their job. You can tell the employees like working at the bank because you never see or hear them complaining when you walk up to the counter. They are usually smiling and demonstrate that they are in a good mood.
Everyone knows their role in providing customer service. Each person at the bank realizes that they are part of the Customer Service Cycle. If my husband walks to the bank with the dog, no matter who waits on him, they all offer a friendly greeting as he enters and there is usually a treat for Kona, our 1 year old chocolate lab.
The employees think of the long term value of each customer as opposed to treating each transaction as an opportunity to make money. A few years ago, a client accidentally wrote a check on a closed account and because that check came back with insufficient funds, a number of payments we had made on our account were going to bounce. Instead of charging us $20 for each of the 8 checks, we received a nice phone call from one of the clerks at the bank who had noticed the problem. We immediately moved some money from another account to cover the checks and we did not have to pay the service charge. Now I call that personalized, caring customer service.
Staff members make every customer feel special. They treat everyone like individuals instead of just another financial client. When I pulled up to the drive up window the other day, Travis greeted me with a nice "Hello Ruby" as he recognized the car. Before he returned the tube to me, he asked if he could include a little dog treat for Kona.
Staff training offers skill development to shine in customer service. Each person at the bank is well trained because you watch them abide by the 10-5 rule. They acknowledge each customer by the time the customer is within 10 feet and within 5 feet the employees stop their conversation, give their undivided attention to the customer and offer a friendly greeting.
Could you pass the test if we were to ask your customers to rate each of these characteristics for your organization?
To instill loyalty in your customers and develop long term profitable relationships remember the points above. Customer Service will lay the foundation for a successful business relationship.
Source:
Ruby Newell-Legner:
link
Article Content: Customer Service Training
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us for a free consultation on how we can best service your
training needs.
