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:
Customer Service Seminars - How to Make Your Customers Buy From You Again
The difference between an outstanding business and a so-so business lies in good customer service. The better you treat your clients, the more your business will continue to grow. But how do you actually pamper your customers to retain them? What are the examples of good customer service?
To be quite frank, it's easier to look at the situation from a customer's point of view. Remove your coat and tie for a minute and step into the shoes of say, a simple father of two children. Try on the shoes of an 80-year-old customer who is a little hard of hearing. Or you can read the examples of good customer service below and learn from them.
Example of Good Customer Service # 1: Giving Extra Attention.
Sometimes, customers need extra attention. Cue in the old lady with a large handbag. This client is way past her prime and will probably walk slower than your regular customers. She might also be a little hard of hearing.
As the person responsible for attending to her needs, you're going to have to adjust the way you walk and the way you talk. Use gestures when necessary. Walk a little slower but don't let it be obvious that you're making such an effort to match her pace.
Few people show consideration for their customers. Being the first one to do so will make a big difference.
Example of Good Customer Service # 2: Minding Your Manners.
Minding your manners is essential to a successful business. Never forget to thank your customers. It's one of the basic forms of acknowledgement and respect.
Don't forget to say "you're welcome" when the opportunity is presented to you either. Always remain polite to your clients no matter what mood you're in.
If you're not in a good mood, it might be better to re-schedule an appointment to avoid the risk of upsetting a customer. It's vital to know how to "disengage" from a current negative state and shift to a positive state when transacting with a client.
Example of Good Customer Service # 3: Listening to Feedback.
Customers usually have a lot on their mind, and they usually let you know about it too. Sometimes, the feedback is good. Other times, it's negative. However, you should take all into consideration and do your best to work on all of them.
For example, Paul might complain that the lock in the bathroom cubicle is faulty. Get someone to fix the problem right away; so the next time Paul returns, he'll see that you have made the effort to improve your facilities. Better yet, you could turn these types of situations into profitable opportunities. You can give Paul a 50% discount on his next purchase or a surprise bonus to "make it up" to him.
Taking care of your clients will take you far. These are just some of the examples of good customer service every customer service employee should emulate. If you're not really sure how well you're doing, get a friend or a co-worker to help you assess the customer service situation.
Source:
Michael Lee:
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Article Content: Customer Service Seminars
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