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:
How to Deliver Customer Service Like an Athlete
Peter Drucker once stated that the purpose of every American business is one thing: creating customers. Research by the American Management Association shows that your average HAPPY customer will tell 3 people about her experience with you. Research shows that, out of 25 dissatisfied customers, one customer complains, 24 are dissatisfied but do not complain, and 6 of 24 non-complainers have serious issues with the organization. More importantly for selling professionals, customer service is included in 40 percent of every client interaction.
I remember the greatest words I ever heard when seeking to repair my computer after a 3 hour-conversation, the tired representative stated, "You are a customer, and I will get this repaired for you no matter what". When you supply grand slam customer service, your business costs are lower and your success greater.
Great Customer Service Requires Great Solutions
After doing some research, I have discovered that the key to grand slam customer service is practicing it. Just like an athlete practices for an event, or the musician practices for a concert, the service provider must practice. Here is my seven-step protocol to enhance your service delivery.
PRACTICE (TM) Customer Service
Positive First Impression - you must be genuinely interested in assisting others. passion and empathy separates the athletes from the spectators.
Rapport - 98% of every interaction involves trust and respect. Ensure you establish rapport with every client.
Assess the Issue - Asking provocative questions is the only way to get to the heart and soul of every issue.
Communication - The best communicators listen first and speak second. Athletes know when to ask and when to tell.
Time Management - Customer Service representatives are trained to expeditiously respond to issues but can you do this qualitatively too?
Interest - Gaining interest requires an understanding of the multi generational and cultural issues that assist in building rapport and becoming genuinely being interested in others, a famous Dale Carnegie and biblical trait.
Closing on a Positive Note - Always close your calls on the positive side seeking to address any open issues and questions.
Evaluation - Customer service requires conviction and passion to aid others. Once complete with your calls ensure you also evaluate to carry these themes from call to call.
No Clients are the same
You must adjust this process to fit your business and strategy. Ensure success by evaluating your clients, and your customer service staff to closely align the customer service staff with compelling client needs. Document your successes and discuss these with your team, so that your game plans adjust as new needs arise.
Source:
Drew Stevens PhD:
link
Article Content: Customer Service Training
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Contact
us for a free consultation on how we can best service your
training needs.
