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:
Exceptional Customer Service Courses
Definition of exceptional customer service - exceeding customer expectations
I define exceptional customer service as:
Exceptional customer service involves exceeding customer expectations, where the standards and level of service received exceed what the customer could reasonably define as normal or expected.
It is very hard to measure, as the standards rise with each initiative or innovation designed and implemented by your competitors. What might have been acceptable three years ago might not be acceptable today.
Exceptional customer service prompts customers to share their experiences with others. Estimates vary, but the general consensus is a bad experience is more likely to be shared. You have to have performed very well to have a customer talk enthusiastically about a positive experience. If you receive a written thank you, you have done very well, particularly if it is not prompted in any way (for example, by a customer survey card).
Different standards
Superior customer service is slightly different. This involves consistently meeting the high standards set.
Guests have certain expectations when they check into a five star hotel. They have different expectations when they check into a three star hotel. In both cases, they expect a certain standard of service delivered with 100% consistency. Exceptional customer service will occur if the guests feel they are receiving five star service in a three star establishment.
Exceptional organizations
Most good organizations 'get it right' most of the time. Exceptional organizations 'get it right' 100% of the time.
It takes constant attention and vigilance. It also takes consistent attention to detail.
Exceptional systems
The slightest hiccup can cause problems. I heard the story of someone who visited their bank branch recently. They had received a letter advising that their new credit card was ready to be collected from their local bank branch. When they went, it was not there, which caused a great deal of inconvenience and annoyance.
The co-ordination of different systems takes a lot of work. I wondered if the bank teller reported that the credit card was not ready. If they didn't, it was a missed opportunity.
Exceptional companies have comprehensive feedback and reporting systems in place. If it happens once or twice, it may be a hiccup. If it happens regularly, it may be the indication of a real problem. The problem has to be reported and someone has to investigate it.
One of the major banks here in Australia recently had to repay millions of dollars to customers because of an error in a computer program that calculated a tax liability. Apparently, a number of customers had picked up the error. The bank had corrected these cases. The bank's internal systems failed to identify the error as systematic.
My initial training and work experience has always taught me to be cautious and look for possible system problems.
It may have been my auditing experience with a firm of accountants. It may have been the many problems I discovered when acceptance testing various computer systems.
What ever it was, I operate on the basis that no system is perfect - there is always room for refinement and improvement.
Exceptional organizations realize this. Their staff constantly monitors and reviews. They revise their standards, setting higher targets each time.
Source:
Derek Stockley:
link
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