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:
Exceptional Customer Service Skills Are Not Accidental
Customer service is really all about common sense... or is it? H.J. Brown, Jr. quotes that, "Excellence is never an accident; it is the result of high intention, sincere effort, intelligent direction, skillful execution and the vision to see obstacles as opportunities." There are plenty of examples that we experience both inside and outside of our work environments that remind us of the "exceptional" customer experience, and the not so warm and fuzzy experience (the one you really tell everyone about) that we can learn from in order to improve our service.
The challenge in today's turbulent environment for health care leaders is how to set yourself apart from other health care providers, and position your organization for positive growth. The simple (yet too often missed) answer is through exceptional customer service! Ultimately what determines whether a customer chooses to do business with your organization or practice versus a competitor usually boils down to relationships...how you make him or her feel. Exceptional customer service is not an accident (nor common sense), yet a very focused, planned and well executed strategy led by customer centric leaders.
A customer centric leader shapes organizational culture and drives performance. This means leaders need to be equipped in five areas to be effective: challenging, calling, connecting, coaching and changing, and having clearly defined service standards which are tied to performance. A customer centric leader also understands that we need to look at service thru the eyes of our customers, and look for opportunities to put a personal thumb print on each interaction we have with customers. Remember, those employees closest to the customer have the opportunity to lose or retain future customers.
With that in mind, what will you as leaders be doing to celebrate Customer Service Week (October 5-9)? The weeklong event is dedicated to recognizing the many millions of service professionals who go the extra mile each and every day, in caring for customers. You might be tempted to groan as you assume that this is just another activity that will detract from your caregivers work, and blow your budget. Consider this: if you could impact your revenues by focusing on customer service would you be interested? Customer Service Week was created with five objectives in mind, all of which will directly impact your bottom line. They are:
Boost morale, motivation and teamwork in your customer service department.
Reward your frontline reps for the important work they do all year long.
Raise companywide awareness of the important role customer service plays in your organization's success.
Thank other departments for their yearlong support.
Let your customers know about your company's commitment to customer satisfaction.
So as the CEO, Administrator etc. what can you do to raise the quality of service that your team provides? Start with some basic low cost/no cost tips and tricks:
1. Review your mission and service standards with your team. Remind them of the critical role they play and how what they do every day fits into the mission. Create communication messages through your telephone voice mail, e-mail, inter-office memo, bulletin boards etc. Tell inspiring and motivating stories that share how their exceptional service makes a difference in the lives of people every day.
2. Create a Customer Service Team to plan a week of activities. Link the fun stuff to your service standards, and hone service skills. Incorporate puzzles, games, team building activities etc. This is a great stress reliever and team builder.
3. Communicate with your visitors, families, patients, residents, vendors and clients what you are celebrating. Provide an avenue for them to recognize a special employee that goes out of their way to make their life better.
4. Create an avenue for peers to recognize peers. For example, give every employee a Caught in the Act card each day and have them recognize someone they observed "exceeding" your service standards that day. Have the supervisor recognize that person in the next day's stand-up, huddle or rounding session, or collect the cards and post them on a bulletin board for all to see.
5. Thank your customers. Send a thank-you card to each of your customers. Include a hand-written note, a copy of your service standards, photograph of your team or a Caught In the Act card so they can recognize someone.
6. Food is always a hit. Create special small group lunches with the CEO or special guest. Remember all shifts! Have a Final Friday celebration and surprise the employees by decorating the break room and having a special meal.
7. Bring together a team to discuss how you can improve your service (consider including a referral source, family member, patient or resident). Questions to discuss might include:
Do you feel good about representing our organization and its services? Why or why not?
Why should customers choose us?
If we were the customers, would we want to do business with us? Why or why not?
What can we do to improve the experience our customers have with us?
What do we need in order to make the experience the customer wants happen?
What can we do to help our team members be more successful in their effort?
What processes or systems do we have in place that may need to be improved to facilitate good customer service?
Source:
Patty Cisco:
link
Article Content: Customer Service Skills
More customer service training tips...
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us for a free consultation on how we can best service your
training needs.
