Customer Service Training Workshops:
Our customer service 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 workshops 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.
Workshop Objectives:
In our Exceptional Customer Service one-day
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 Keep Customers Satisfied - Tips From Customer Service Workshops
Businesses often make a substantial investment on acquiring new customers. After all, sales and revenue are the lifeblood of any business and often finding new customers is the obvious way for businesses to grow. However, they must be careful not to grow at the expense of existing customers. Various marketing research surveys confirm that a satisfied customer may tell one or two friends about their positive experience, but a dissatisfied customer will tell ten of their friends about their not-so-good experience. Thus, keeping existing customers satisfied is usually the best way to keep revenue and sales figures growing. Here are some tips to keep customers satisfied:
Under promise and over deliver: Customer service begins when the customer purchases a product or service. Be careful not to over promise benefits that the product or service can't deliver. In fact, if you want to delight customers, then you should give them more than what they expected. When people are pleasantly surprised by superior performance or getting more than they expected, they will start their relationship as a satisfied customer.
Provide some initial support or training: When customers purchase a new product or service, they are usually very excited. You can easily reinforce this positive feeling by providing some initial support or training that will help them enjoy what they bought. This is a great investment in your customer because it will not only avoid some problems that they might otherwise experience, but it may also be an opportunity to sell additional products or services.
Listen and give them the benefit of the doubt: If customers call you with questions or concerns, make sure to carefully listen to what they say and be sure to give them the benefit of the doubt. Customers will not likely call your office or customer service center unless they have a real concern or problem. Even if their issue is only one of perception, then it is still a real issue to them - don't just brush them aside.
Be responsive to customer issues: After listening to their problems and confirming their issues, then give them an appropriate response as quickly as possible. Ask them what they want directly and then fix the problem. Most often customers will make reasonable requests, and knowing what they specifically want will allow you to satisfy them quickly.
Seek feedback: Even when customers don't call you with any issues, ask them for their feedback. Set up a customer survey system so that a survey will be sent to every customer following their purchase or interaction with your customer service center. Make sure that the survey is short and easy to complete, but designed to get accurate feedback. Complex surveys will not only irritate customers, even ones that would otherwise be satisfied, but will also not get the feedback that you seek to improve your operations.
Take care of your customer service employees: Research also shows that satisfied customer service employees will treat customers better too. Thus, if the company culture supports front line workers, then they will more likely have positive interactions with customers.
Treat customers like family: The "golden rule" for customer service is to treat your customers like family. Do the same thing for your customers that you would do for your close relatives. If you follow this prescription you will never disappoint them.
Well run businesses understand that customer service is not an expense, but an important investment in their company just as much as in any other function like sales or manufacturing. Companies from Amazon to Zappos online and Target to Nieman Marcus in malls have experienced explosive growth in part because of their reputation for outstanding customer service. Good customer service is good business; it keeps customers coming back. It is usually easier to keep an existing customer rather than find a new one. So, use these tips to keep your customers satisfied and to keep your business growing.
Source:
Leonard Kloeber:
link
Article Content: Customer Service Workshops
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us for a free consultation on how we can best service your
training needs.
