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 Classes - Important Tips
Customer service is one of most lucrative professions today. In fact, the customer service industry is one of the fastest growing industries in the world. If you are looking out for getting into customer service, you would be required to undergo customer service training. This customer service training basically takes you through the various aspects of ensuring that every customer is serviced to their satisfaction and to your employer's best ability.
Here are some tips that are generally given out during customer service training.
Customer Is Almost Always Right
Even though this aspect is lampooned in almost every humor movie since the past few years, this aspect still stands as one of the strongest in the worldwide history of employer consumer relationships.
If a customer has a problem with a service or a product, remember that the customer may actually have a valid point of debate and they would be looking to get their problem solved. Get the problem solved and they would sing songs about the company you work for all ages to come.
Go into any discussion with the customer with the thought that the customer is right and be courteous and try to see the customer's point. After this, even if it turns out the customer is wrong, the customer may actually agree that they are wrong and the issue would be solved as amicably as possible.
Every Service and Product has a Percentage of Flaws
Though this will not be told to you in any of the customer service training that a company gives you, remember this as a personal note-every service and product has some kind of flaws in it and it is quite possible that the customer has actually been given a nonworking product or bad service.
Once you actually come across such a situation, it becomes simpler for you; because all you have to do is to inform your superiors that the customer has actually been served a dud and you are good in the eyes of the customer as well as the management. If the company completely disagrees with your comments even if they are quite transparent, it is time for you to look out for a new job.
Know When to Escalate
The most important aspect of customer service is the service chain. The service chain exists because not everyone in the service chain is enabled to take every decision. Therefore, make sure that you know the exact moment the higher up in the service chain has to be involved in any customer service interaction that you are having.
Of course, you should also understand that not every issue that is brought to your attention requires to be escalated to your superiors, and that every customer who talks to you will want to speak to your superiors after around an hour or two, or day or two, of interacting with you.
Therefore, it is a simple matter of juggling to the situation which has to be escalated and the situation that does not require the attention of your superior.
These are some of the tips that are share during customer service training.
Source:
Kelly Hunter:
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Article Content: Customer Service Classes
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us for a free consultation on how we can best service your
training needs.
