Customer Service Training Courses:
Our customer service course 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 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 in a customer service training course customized
for you!
Course Objectives:
In our Exceptional Customer Service one-day
course
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 Courses:
Customer Service is Not a Department
The only reason your company exists is to solve problems for customers.
If you do not do this well the customers go away and your company
ceases to exist. I have often marveled at how huge corporations place
minimum wage customer service employees in their customer service department and then wonder why their sales have gone down. Customer service in not a
department of your company. Customer service is what your company does to keep and earn trust in the marketplace.
Last week, I visited my local supermarket to pick up some groceries,
and they made a ridiculous customer service mistake. I am a very
courteous customer. However, when someone wastes my time I am very
quick to take my business elsewhere.
I recognize that supermarkets have microscopically small profit
margins. However, the principle is the same in all customer service
activities. Customers want what they want when they want it. Service
me, the customer, or you will lose my business.
I was in line at checkout, and there was only one cashier. The
person in front of me was taking a huge amount of time with their
purchase, because they were convinced that they were overcharged.
There were at least ten of us lined up at this one cashier.
The manager of the store saw what was occurring and came over to
supervise the situation. Instead of hopping on another cash register
and handling the backlog of customers, he did nothing. This is not customer service. I very nicely asked the manager, "while this
situation in front of me gets worked out, could you ring me up?"
"I don't have anyone else in the store to put there," the manager replied...
I couldn't help but think: Why don't YOU do it?
Apparently the thought of servicing the ten paying customers in line
never occurred to him.
After twenty or so minutes, the problems were resolved, and I
got out of there. I promised myself that I would not be returning to
that store unless absolutely necessary. I don't mean to sound like a
cranky customer but wasting twenty minutes of my time is not the only
issue there. There were 9 other people in that line who also had time
wasted for them. All because a Manager couldn't get out of the way of
his own ego.
The point of this story is that the manager had a really crazy idea
about what his job function was. He probably thought that since he
was a manager he didn't make change for customers and check out their
groceries. This manager thought that since he was the boss
somehow he was exempt from mundane labor.
The reality is that CUSTOMERS are the boss. Your business exists to
please and serve them. Customer Service is not a department of your
organization. It is what your business and every person involved with
your business strives to accomplish.
If your Managers do not understand this fundamental principle they
should be retrained or fired.
There is nothing more important than customer service.
Source:
Harald Anderson:
link
Article Content: Customer Service Courses
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