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:
G.A.S. Up Your Customer Service Skills
A recent customer service survey suggested that bad attitudes are the reason 68% of your customer does not come back. And existing customer service research indicates that dissatisfied customers tell a lot more people about their poor experiences than satisfied customers.
With more and more competitors entering the market place all vying for a piece of that customer loyalty pie, what can you do to improve customer service and create loyal customers. Possibly, by integrating the following three critical elements into your customer service training may just be the answer.
Goals
Attitudes
Self leadership skills
GOALS Do all of your customer service employees truly know what the goals for your company are? Do they know how to consistently set and achieve goals? Stop presuming that your customer service employees are great goal setters. Take the time to develop them in how to use a proven goal setting process that is reinforced with a proven goal setting tool.
ATTITUDES Who wants to be around crabby people? Develop your people to truly provide extraordinary customer service by having incredible attitudes. Do not make the mistake on trying to change behaviors. It will not work unless you first change the attitudes that are being demonstrated through the behaviors.
SELF LEADERSHIP SKILLS Do your customer service employees go out of the way to help customers? Do they take the initiative to deliver exceptional customer service? How are their:
Listening skills?
Problem solving skills?
Decision making skills?
Overall people skills?
Until individuals lead themselves they truly cannot lead anyone else. Traditionally, businesses spend their resources of time, energy and money in training for job specific skills. However, the reason for poor performance is usually about the inability to consistently demonstrate self leadership skills.
When companies use the right G.A.S. with their customers both internal and external, they will realize far greater profitability and business success. Of course, companies could continue to do what they have always done. The real question that needs to be answered is: How is that working for you?
Source:
Leanne Hoagland-Smith:
link
Article Content: Customer Service Skills
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Contact
us for a free consultation on how we can best service your
training needs.
