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 Workshops - Make Customer Service Everyone's Job
It is obvious that customer service should start with being polite and helpful. No one goes into a business expecting to be treated anything less than nicely, fairly and promptly. This is a given. Truly good customer service is much more than this. You can go into a business and have someone wait on you that is prompt, polite and nice, but unable to solve your problem or satisfy your requests. You leave unsatisfied, regardless if the person you came into contact with had a pleasant attitude.
Customers want their problems solved, and they want them solved with no hassle, no run-around, and no delay. If you are hungry and go into a fast food restaurant, a friendly face and attitude when you get to the counter may ease the irritability from waiting longer than you expected. However, if the politest person in the world gets your order wrong, gives you the wrong amount of change, or forgets to bring you an item promised to be delivered to your table, your experience is not going to be as positive as it should be, and your evaluation of the restaurant's customer service will be lower than if everything was done right. Great customer service is a lot more than saying "have a great day," at the end of the transaction. A business should create an experience where the customer feels better after the interaction than before it began. Customer service employees should have the information, authority, and the capacity to serve customers to create such an experience. When the customer feels the business exists to serve them and their uniquely personal needs, the business is on the way to achieving great customer service and realizing a competitive advantage.
Everyone's job description should list customer service. Have you ever been ignored by a customer service employee at a business because it "wasn't their job" to wait on you or assist you? How did it make you feel? Irritated? Every position in every business exists to help the company serve customers better. Without customers, a business would not last long, and every customer service employee from the top down would be looking for new work. Customers make the jobs possible, and it is everyone's responsibility to help the company prosper by satisfying and delighting customers.
Managers should draft job descriptions that emphasize the job and the skills required to do it. When doing so, one should ask, "why does the job exist?" Each position should have an element of how that job affects customers, and what skills and requirements are needed to ensure the customer's needs are met. Jobs that sometimes are thought of as non-customer service positions still impact customers. An IT (Information Technology) person must analyze and program software to specifications so the customer will receive the greatest benefit from the company's product or services. A housekeeper in hotel must ensure cleanliness so the guests feel comfortable and will want to stay in the hotel again. The person in the kitchen must prepare the food so customers enjoy it and want to come back again. A friendly and polite waitress will not be able to overcome a terrible meal when a customer considers returning or not. Once it is determined what the job is, and how it affects customers, people that fulfill those roles should be hired, and they should be provided the training, tools, authority and resources to serve customers through their position with the company. Everyone's job is to serve the customers.
Source:
Alain Burrese:
link
Article Content: Customer Service Workshops
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training needs.
