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:
Fallout from Bad Customer Service Training
No organization or company is secure today unless its every action is processed through the customer's eyes. Today's businesses are facing fierce and aggressive competition while operating in both domestic and global markets. Customer service methods have failed to deliver results in recent times which result in bad customer service experiences. No matter what type of business you run, it has to deal with circumstances in which things go wrong from your customer's point of view.
Complaints can be a huge source of information for your business. Efficiently handled complaints can convert an angry customer into a key selling point. When customers are pleased with a product or service they may tell one or two others, however when an angry customer is dissatisfied they are much less restrained. Poor customer service results in negative feedback which is best avoided. This is why selecting the right people to interact with customers are so important.
Many businesses work to create a good impression, yet fail. This is because somewhere along the way they were unable to keep up the momentum and have fallen into a pit of mediocrity. Such a pit is created when the simplest acts of customer service are either not reinforced or are forgotten.
Poor customer service is the number one reason companies lose business. Customer service is not a department; it is an important function of every customer service employee. For effective customer complaints management; a company should have their customer service staff trained in handling customer complaints. Since customer satisfaction is the key to building customer loyalty and repeat sales, it is important for you to make sure that your customers not only feel, but believe that their complaints are being taken seriously.
When customers feel as though they are being respected irrespective of how petty their complaints may seem, then they are more likely to return to do business with your company again. Customer will also tend to praise your company instead of dragging it through the mud. While no one likes a whiner, business must realize that customer complaints can actually be turned to their advantage. Viewing the complaint as an opportunity to gain insight that will help a business improve takes a business one step closer to ensuring customer loyalty.
If your business is proud of the manner in which it resolves your client's problems, then make sure your customers know about it. Your business's professional and well-organized method of customer service and dealing with its customer’s complaints is one more way that will make you business stay ahead of its competitors.
Source:
Steve S.H.:
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Article Content: Customer Service Training
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us for a free consultation on how we can best service your
training needs.
