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:
Good Old Fashioned Customer Service Seminars
In today's competitive business environment, it's getting tougher for businesses to secure loyal clientele. While there are many factors that contribute to this, one of the main reasons is a lack of true customer service.
Customers are the lifeblood of any business, whether it's a bait shop or a high-end jewelry store. It's your job as a retailer, to bring customers to your front door and then keep them returning repeatedly.
This article deals with the 'returning repeatedly' aspect of retailing. Whoever shows up in your shop wants a reason to come back again. If you don't give them one, they will go somewhere else the next time they're ready to shop.
Great customer service is the main reason customers return to a retailer. It even outweighs price in the end. People want and deserve respectful treatment, when they enter an establishment. If you don't give it to them, someone else hungry for their business will.
The following are tips for customer service excellence that will send customers your way for many years to come:
Focus on each customer as an individual when one enters your store. A smile, and direct eye contact, with non-sales pleasantries are great icebreakers. Don't hover over them like buzzards ready to move in for the sales kill. Think of how you react when you walk into a store with commission salespeople ready to pounce.
The above alone, along with a pleasant shopping experience overall, may be enough to bring the customer to your door again. Remember them. The next time they visit, try to get to know their name. It's all common friendliness and decency. Normal daily chat as this is what keeps daily life and daily commerce civil and enjoyable.
Train your customer service staff in all aspects of customer service. You may practice customer service skills as part of your way of doing business. Are you teaching others to do the same? Practice what you preach, as you preach what you practice to your customer service staff. Remember, they are ambassadors for your business when you are not there.
Remember the Golden Rule: "Do Unto Others, As You Would Have Them Do Unto You." Enough said.
Offer incentives to regular customers. Create your own loyalty reward system specific to your business. Let those who shop at your store regularly know that you appreciate their business. They will appreciate you for doing so, and they will definitely return for whatever reward your offering.
Go the extra mile for a customer when they have a concern or a complaint. Don't just do the typical refund, "I'm sorry", and "have a nice day" routine. Do more. First off, really listen to their concerns about a service or product problem. Along with a refund or product replacement, give them an 'extra'. These could be coupons for savings on their next purchase. You could offer a free accessory to complement the product you replaced. You could give them tickets to a ballgame that you got from a supplier. Whatever it is it needs to be something that is beyond the normal procedure that many retailers take.
Great customer service is at the heart of business. If low-price were the be all and end all then all the discount dollar stores in the nation would be at the top of the heap with everyone else taping up 'Bankruptcy Sale' signs. That isn't happening. Quality products at fair prices with fantastic customer service will win out the majority of the time. You can control all three as a retailer and especially the human factor of treating every customer with the decency they deserve.
Source:
Michael Ugulini:
link
Article Content: Customer Service Seminars
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us for a free consultation on how we can best service your
training needs.
