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:
Figuring Out Customer Service Seminar
The basic obligation you have to your customers or clients is to provide them with quality goods and customer service — to deliver what you sell. It's your responsibility to make sure you're not selling shoddy or unsafe products or services. But while we'd like every client to be fully satisfied with our products or services, the reality is that sooner or later some customers will find reassurance in guarantees or warranties of your products or customer service. But even more important is first taking all necessary steps to ensure the quality of your products and customer service, including:
• Designing your products or customer service to achieve the results desired and advertised
• Ensuring high, consistent quality of manufacture and production so that design specs can be met
• Using reliable, trustworthy suppliers and subcontractors so that the materials are of sufficient quality
• Taking steps to continually improve quality and respond to any problems, defects, or complaints
Everyone is going to have some unhappy customers. It's tempting to dismiss dissatisfied customers as chronic complainers, but try to think of any complaint or question as an opportunity to improve your products, customer service, and/or performance. By developing a customer service feedback and complaint-handling procedure, you can turn negative situations into opportunities to build customers for life. In your complaint program, incorporate some or all of the following principles:
• Apologize. Saying "we're sorry" is an important first step in letting customers know you care when they have a problem.
• Don't blame the customer. When you blame a customer, they see it as a personal attack. Most misunderstandings are due to poor explanations on your employees' part, and even if the customer isn't always right, they believe they are.
• Admit your errors and solve the problem. Every business makes mistakes; you will too. Just be determined to get to the root of the problem and make it better for the customer.
• Don't use the excuse "it's company policy." No phrase is more dismissive. The only policy your company should have when dealing with complaints and questions is "we do our very best to solve every problem."
• Give front-line sales and customer service people authority. Empower customer service employees to solve minor problems, and you could save your customers a bureaucratic nightmare.
• Encourage feedback. Make it easy for customers to let you know how they feel. Many companies give customers cards to rate their customer service and make comments (which also give them a chance to let you know what you're doing right!).
• Don't be cheap. Trying to save a few dollars but losing a customer is penny wise and pound foolish. There may be a small percentage of customers who will take advantage of you, but the majority will be even more loyal if they know you'll fix problems.
Source:
Rhonda Abrams:
link
Article Content: Customer Service Seminar
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
