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 Tips to Produce More Courteous Service
Do you remember the last time someone bent over backwards to help you; they went that extra mile to make sure you understood YOU were important? Or do you remember the rude person on the phone or in a store that seemed to not care one way or the other whether your problem reached resolution or not?
Would you prefer to be the remembered for being a helper or a hinderer?
All of these questions lead to one thing - courteous service. As a Tradeshow Display provider, every day we are on point for clients to help meet their needs. There are five things you should remember when working with your clients, as well as your everyday life. I will say that if we were to stop and think about it; each day we should be the forerunners for Courteous Service.
If only one of us makes a bad service call, it affects each and every one of your brothers or sisters in the field. I can remember back in the early days of my career as a Tradeshow Display provider, there was a Client that no one in the office liked to work with and since I was the "newbie" I got him as my first client. "Rough around the edges" did not even touch the description of this client. But to this day, I thank him over and over for being the Mentor to teach me about Courteous Service in my field.
His client needed a project completed in less than 10 days...a project that would normally take over 15 days to just build, not even consider adding graphics and finishing. My client, I will call him, Merv, was irritated, angry and vocal about it. He had provided idea after idea to his client and they just could not decide what to do and the show was rapidly approaching. His irritability was ever present in every single communication we had.
Being new, I just did not understand why he kept taking this out on me. But I wanted to hang onto Merv and prove to the office that he could be a beneficial client and I could 'handle' him. The deadline was drawing closer and closer...Merv was getting shorter and shorter with me. And finally the call came that he had a final design and only 9 days to get it done. I still remember the call I made to Merv and his response. I told him, "You just sit back now and relax; I will take the stressful part of your project and make it my job to get this to you on time. I will get this done for you. Don't worry." His response to me was so surreal: "Are you serious?" Mine back to him was so simple: "Yes, now it is my job to take care of you. So relax."
Many of you in the business are sitting there shaking your head saying I must have been a wide-eyed optimist. Was there any stress during those 9 days...of course. Did Merv know about it...of course NOT.
It is our job as providers of a service to make our job look as simple as can be. Whether there are art issues, printer problems, whatever problems arise...it is Courteous Service that can make or break your connection and continued service to your clients.
Think about those you work for first instead of yourself. And make sure that you think before you speak; say to them what you would want someone to say to you!
Source:
Chuck Hall:
link
Article Content: Customer Service Training
More customer service training tips...
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us for a free consultation on how we can best service your
training needs.
