Customer Service Training Seminars:
Our customer service seminar 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 seminars 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.
Seminar Objectives:
In our Exceptional Customer Service one-day seminar
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:
Excellent Customer Service Seminars
Excellent customer service is imperative in the marketplace today. As a home based business owner you should know the importance of getting and keeping a happy customer. It is the life blood of every business. Many business owners work so hard to get the customer and then blow it by not offering first class service.
Small businesses can quite often offer better customer service then most big companies for many reasons. Usually it is easier to add personal touches, keep overhead low, have quicker response time and enhance the customer's experience from start to finish. Each customer's purchase can be seen almost immediately on the books. Small business owners can take advantage of the close (sometimes one on one) relationship they have with their customers.
Many of us can share our stories of a bad customer service experience. In fact a bad customer experience is told to more people than a good customer service story. In order to stop the bad mouthing and get the good word out you need an excellent customer service system in place for your home business.
An excellent customer service system should be easily implemented in your home business. It is as simple as treating people the way you want to be treated and then surprising them with the extra effort. Keep it consist! Everyone loves consistency. Look at the burger chains as an example. Each one is run exactly the same. There should be no surprises for the customer. Everything from how you are greeted, product preparation and service is down to an exact science.
In your home based business think of some of the ways you can keep giving excellent customer service.
Some quick tips:
Always answer your phone. Today it is so easy to send people to voice mail. Implement a system that can have the customer hold (for a very short time) or one that will get their phone number and call back immediately when you are off the line. You will lose numerous customers if they cannot speak to someone live. I personally won't leave a message on the first phone call. There are numerous call centers that can handle your call with a live person while you are busy. Many times a live person can convert a looker into a customer. If you have an internet business you may want to have live chat and an 800 number. Excellent customer service begins with the first contact.
Do not promise more than you can deliver. Nothing hurts a customer more then when they do not get what was promised when it was promised. If you cannot do something say so. The customer will respect you for an honest answer.
Offer as much help as possible. There may not be any immediate money in it but the satisfaction of helping shines through. That customer may be testing you to see if they can trust you and your company. Offering as much help as possible also will strengthen your bond with that potential customer. They may not purchase from you but chances are they will recommend someone to your business that will.
Handle complaints immediately. Many home business owners forget this basic rule. As soon as a customer has a complaint some business owners try to avoid the customer and hope they will go away. That will not happen. The customer will be more angry and harder to handle when the problem is addressed. Customers appreciate a sincere immediate response to a problem and if handled well, you will have a happy repeat customer and free word of mouth advertising.
Go the extra mile. If a customer asks for something special that you do not have maybe you could try finding it for them. How about meeting the customer at their house? Whatever the situation is, if you always offer excellent customer service you will continue to see your home based business grow.
Be consistent. Customers like being treated the same way each time. When there is consistency in customer service you establish a "norm" for your business. Do not surprise your customers with inconsistent customer service. That is the quickest way to lose them and whoever they talk to.
Excellent customer service is a simple process and once you put your system in place, it will reap you many repeat happy customers. Their word of mouth is free advertising and they will be more willing to buy your products or services.
Source:
Paul Kopp:
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Article Content: Customer Service Seminars
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training needs.
