Customer Service Training Programs:
Our customer service training
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 training
courses 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.
Program Objectives:
In our Exceptional Customer Service one-day
training 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 Redefined
When things go wrong, customers want to be able to get to someone who can help them quickly. They want problems to be solved immediately; they would like an explanation about what went wrong, an apology if necessary and assurance that steps will be taken to try to prevent the problem from happening.
Being on par in terms of price and quality only gets you into the game. Services win the game. Here are the 10 STEPS on how to improve your customer service. If you put these steps into action, you’ll keep your customers coming back!
Answer Customer Services Issues as soon as possible.
This seems pretty obvious, but you’ll be amazed at how many people just don’t feel like opening customer service email or support tickets. They are afraid of what “might” be there.
Most people just want to be heard. If you show that you are concerned and will do what it takes to make it right, you will have satisfied the customer. That way you will have positioned your business to reap the benefits of great customer service.
2. Decision Makers Should Keep At Least One Eye on Customer Service
Small businesses have the advantage in that the owners are often forced to the front line dealing with customers. This “front line” work helps you to see what it is that your customers want and can help decide what future products you may offer.
If you hire out customer service, it is very important that the position is held in the highest regard. These people will now be on the front line taking care of your clients. Don’t “settle” for someone who is capable of customer care. Hire this position out carefully.
3. Realize that Every Problem is an Opportunity
It is up to you to set the tone for finding a solution when a problem comes up. A client can go away feeling really good about the customer service you provided and feel the solution was fair or he could also vow to never buy form you again.
Whether your customer service is done through an online help desk, email or phone, when you work together for a solution, your customer now feels they know you and how you operate.
4. Use Your Customer Service as Part of Your Brand
Studies show that 80% of customers stop doing business with a company due to a bad experience each year. An awful experience can leave a customer frustrated, in tears or mad enough that they decide to blog to the world about it.
Your customer service may be your greatest opportunity because outstanding service is the number one reason customers continue to do business with a company. Happy clients will also usually apostle your brand through great word of mouth advertising whether on a blog, by phone or in person.
5. Provide Ways for Customers to Solve Their Own Problems
Give customers immediate, 24/7 access to critical information. Through a self-service knowledge base, customers can find any answer for themselves. Customer service and support staff can also access a knowledge base, which can reduce customer-handling time and improve fast customer contact resolution rates.
If you aren’t ready to move to a knowledge base, there is no reason, you cannot create an FAQ on your website to handle common questions. Make the FAQ section obvious to visitors so it’s the first place they look for answers.
6. Make it Easy for Clients to Complain
When something goes wrong it is best to hear about it. The problems you hear and know about are usually something that can be fixed. Your “Contact Us” page should be available no matter what page a client or even a prospect is on when visiting your website. They may never contact you but the mere fact that is look easy is very inviting to someone deciding if they can trust you or not.
7. Spread Satisfaction among both Customers and Employees
One o the best ways to be sure that your customers are happy is by keeping your employees happy. Show employees that they are appreciated for their efforts. Improving employee’s morale and motivation can do wonders for your company.
When an employee feels wanted and recognized there will be a much higher tendency to provide better customer services. The feeling of satisfaction is contagious, and it will be spread from your employees to your customers.
8. Work with An Attitude of Gratitude
In the hustle and bustle of our busy lives, it is easy to take our customer for granted, but you need to understand that your customers have made a choice to order from you when they could have gone to any of your competitors.
Without customers you don’t have a business. If you don’t deal well with customers, hire out your customer service or you won’t have a business for long.
9. Make it About The Experience
Tom Peters says, “Nothing is irrelevant.” So, what is your company doing to create little, memorable moments for your clients? Great customer services are about small details. Given that every new customer represents a significant investment of money, you should be sure that each and every detail pertaining your customer service delivery is thought about and carefully planned out.
10. Fire Rude Clients
Even in this economy, it’s important to remember that an unruly, hard to deal with client can suck the life out of you. If the customer is wrong, they are not your customer anymore.
Politely decline to do business with them. Refer them to your arch competitors. Take them off the mailing list.
I will caution you to fire them in the right way. You should first listen to the person and find out what is causing their rudeness. Do whatever you can to remain calm and polite, even if you have to excuse yourself for few moments to put them on hold and let off steam.
Source:
S.I. Issack:
link
Article Content: Customer Service Training
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