Customer Service Training Classes:
Our customer service class 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 classes 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 class customized
for you!
Class Objectives:
In our Exceptional Customer Service one-day
class
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:
Good Customer Service Classes - An Astonishing Concept?
During our tough economy, it is more crucial than ever to provide great customer service to increase customer loyalty and boost revenues. Within all industries, companies big and small should be taking the "extra step" especially now, to reach out and make sure that every single customer is a satisfied customer. But increasingly, the exact opposite is happening. Negativity is breeding more negativity. Negative employees create negative interactions with clients, which results in negative sales and the sequence continues.
We've all experienced it at one point or another. The abrupt servers who rolls their eyes as they take away the uncooked meat at your table, the deserted front desk you have been waiting in front of for over 10 minutes, the ignorant employee who lacks answers and doesn't care to further assist you, and the best of all: the company that doesn't take blame on a mistake they've made.
I recently called a large well-known grooming company wanting to make an appointment for my pet. "Hold please," the man says without giving me a chance to respond. I held on the line 4 minutes, when he returns he says "Hey. We're swamped today what can I do for you? "I tell him I need an appointment and discuss the treatment I'm looking for but he is chatting with someone else at the same time, barely paying attention. "Ya, uh...our groomer is totally booked so you're going to have to call back another time." After a few attempts of asking to get an acceptable time to call back with no success, I proceed to tell him I will go elsewhere for my pet's treatment. He says "Ok then...bye." I stand there baffled...jaw dropped and staring at my phone. I'm sad to say, this was just one of many personal experiences I've had with poor customer service more and more over the last few years.
Some blame it on the economy, and some blame it on stress but the real reason for the lack of great service is due to the people providing it. If you need to improve customer service within your company, then immediately start with your customer service staff and the three main points of interaction:
In person: SMILE. Happy customer service staff means happy customers. Make sure your customer service staff notices the customer's presence immediately and welcomes them. It is important that the customer service staff is being friendly, supportive, and caring towards the customers' needs at all times. If they are unable to assist the customer, make sure they are given other options or send someone over who can help them immediately.
On the phone: Be professional and speak clearly over the phone. Never place a customer on hold for more than a minute. If you need more time, let the customer know you will be putting them on hold. Always return phone calls in a timely manner and have answers or discussion topics prepared before you call back.
Through e-mails: It is possible to appear rude via an email, so return emails within a day and never type in all CAPS. Include a professional signature at the end of your emails listing your contact information if the customer should need to contact you. Spell check is extremely easy to use and it is necessary in maintaining a professional image. Literacy is a good thing!
With increasing amounts of "going out of business" sales and chapter 11 filings, great customer service should be one of your main focuses. It is an extremely important aspect that could forecast the future of any company's success. With a little positivity and with the right customer service staff, improving customer service skills should be painless and effective. Thus, keeping your customer service staff happy should also be one of your main focuses into improving customer service. Employee recognition programs, holiday and birthday gift programs, awards ceremonies and galas, or even travel reward incentives are great ideas to keep employee satisfaction high. After all, we do know that a happy customer service staff equals happy customers!
Source:
Karen Silvers:
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Article Content: Customer Service Classes
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