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:
How Proper Call Handling Can Speed Up Customer Service Seminar
To get business and survive today, an organization has to deliver world-class customer service. And quality customer service is only possible when you communicate properly with your customers and know exactly what your customers want? Calls are a crucial way of communicating with all your customers worldwide and managing a call can help improve performance. Each call is an opportunity for you to strengthen your customer relations, build your image and create your organization's goodwill. It is crucial to remember that a typical customer tells about 30 people of a poor response he got when he called but tells only 6 people about a good response along with giving recommendations.
You must remember that satisfying a customer over telephone is more challenging than satisfying a customer face-to-face. The very basic needs of a customer over phone are to be recognized and remembered, feel comfortable and to get a feeling of understanding and being understood. Your customer would also want to feel valued, appreciated and feel respected. In order to speed up customer services, you must handle calls very carefully.
Professionalism in call handling is a good technique to speed up customer service. You must be careful not to use office terminologies in your conversation on the phone (or else you may owe an explanation), background must not be noisy and words like "thank you" and "please" are important to any and every conversation.
Quick responses are also very helpful in speeding up customer services. You must predict some follow-up time, do not indulge in conversation with a person at leisure, and most critically return a call as soon as possible, ideally within 24 hours; remember time is money.
Accurate information also speeds up the process of customer service. When you answer with the exact information the customer is seeking, you could end up providing more information the customer needs. Always keep up-to-date material at hand, use easy examples for understanding purposes and never blame anyone.
When you show concern towards your customers, they become easy to handle and hence it improves the speed of your customer service. You must show understanding, compassion and never try to judge the feelings of your customer. Do not let the effect of one call onto any other because each caller is a different person.
Ensure your customer of a reliable follow-up. You must take the responsibility to carry out whatever action you promised your customer about and make it as soon as possible. It will reduce the chances of making a customer feel irritated and hence you will not have to hear his long explanations and complains.
In addition to all the above mentioned ways of speeding up customer services on calls, you should also keep in mind the following tips: answer promptly on the ringing of phone (after 2 bells is a good option), greet your customer and identify yourself even before your customer asks for, listen carefully and offer to help if required, and address the caller with his/her name. These tips are surefire way to handle the calls and speed up the customer service.
Source:
Alex Tipu:
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Article Content: Customer Service Seminar
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us for a free consultation on how we can best service your
training needs.
