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:
IT Customer Service Training, a Difficult Economy and Tight Budgets
OK, we all know that IT is critically important to any organization's performance and success. Internal and outsourced IT resources are an integral part of any business. Technology impacts your organization's ability to attract and retain customers, compete effectively, provide high levels of customer service, drive workforce productivity and much more. With the current downturn, IT is more critical than ever. IT support typically includes in-house and outsourced Help Desk Support, Desk Side Support, Application Support and providing support for other IT services.
Most employees depend heavily on a well functioning IT infrastructure and IT support - In most organizations, the majority of employees directly or indirectly depend on technology to perform their jobs effectively. In many cases, customers also rely on effective technology to transact business and retrieve information.
Tightening IT support budgets - As sales and revenue have significantly decreased at most companies and other types of organizations, IT budgets are being squeezed, placing greater pressure on staffing and IT service levels. IT staff levels are being reduced, often below already low levels.
Tradeoffs between IT support and IT budgets - The conventional wisdom is that providing high levels of IT service is costly and that corporate and IT managers need to assess the tradeoff between paying for high levels of IT support and reducing IT costs, leading to lower levels of IT customer service. More often than not, controlling budgets wins over providing high levels of IT customer service.
IT Heads and Directors are under siege - It is no secret that IT Heads and Directors are under extreme pressure to keep costs under control while keeping IT performance levels and IT customer service levels high. Unfortunately, for many IT Heads and Directors, this has been easier said than done.
The secret: how to increase IT customer service and IT performance when budgets are tight - One of the best ways to increase IT customer service and IT performance levels, regardless of IT budgets, is to conduct IT customer service surveys and to take action based on the survey results. The process is simple....conduct surveys, analyze the results, share the survey results with in-house or outsourced IT managers and staff, establish IT SLA's (service level agreements), create action plans to increase IT service levels, then conduct ongoing/periodic IT surveys to measure progress and keep taking action to continuously improve service levels.
When it comes to IT, Bad breath is not better than no breath - Be prepared to take action based on survey results - Some of the many needed actions IT customer surveys will likely point to include working with IT customers to create realistic IT service level standards, technical and behavioral training for some IT staff members, managing response times for IT service requests and problem resolution, identifying and reducing the most frequent recurring problems, communicating effectively with IT customers, and managing IT incident resolution on a consistent basis by location and type of IT customer. You should also be prepared to replace select IT staff members that are not effective and that are not responding to training, mentoring and the requirements of the job. Before he hired Quantisoft to conduct an IT customer survey, one IT manager that said he was fearful of losing his job told us, "bad breath is better than no breath". He believed that having a marginally effective IT person in place is better than having no one in the position. His attitude changed after he received the survey results.
Value of IT customer service surveys - If you are skeptical about the value of IT customer service surveys, just try it and do it well. Make sure to analyze the results, create action plans and take action. Make sure there are no sacred cows. Take action where survey findings identify the need to improve service. If you have questions, call or e-mail me. My contact information is included in this article.
We recommend two types of IT customer service surveys:
1. Annual IT customer service surveys assess IT customer service with Help Desk, Desk Side Support and Application Support performance over a specific period of time (typically annually or semi-annually). Surveys identify locations and departments with opportunities for improvement in service and customer service. Annual IT Customer service Surveys ask IT customers about their perceptions and satisfaction with service levels during the past year. Annual IT Customer service Surveys identify areas of strength and areas needing improvement in knowledge, professionalism, ability to understand customer's problem, response time, follow-up, satisfaction with resolution, service ticket closeout process, etc. Annual trend graphs measure performance progress.
2. Ongoing monthly incident follow-up IT customer service surveys assess IT customer service with Help Desk, Desk Side Support and Resolver/Application Support performance for specific IT service incidents. IT incident surveys identify customer sites and business units with opportunities for improvement in service and customer service. Survey results pinpoint service attributes needing attention (knowledge, attitude, response time, service ticket closeout process, meeting SLAs/service level agreements, etc.), and identify individual IT service staff with low customer service ratings. Monthly trend graphs display improvements in performance and pinpoint performance shortfalls.
Benefits of IT Customer service Surveys
IT customer service surveys enable organizations to realize significantly greater value from IT support resources, achieving the following benefits for IT Heads and Directors and your organization:
1. Increase IT performance, enabling significant improvements in the performance, effectiveness, competitiveness and satisfaction of its internal and external customers
2. Pinpoint and diagnose IT problems and opportunities, and connect the dots across the organization
3. Gain insight for prioritizing IT performance improvement initiatives and projects
4. Achieve breakthrough improvements in IT and help desk service attribute performance including timeliness, professionalism, courtesy, knowledge, communications with customers, problem resolution effectiveness, etc.
5. Identify and deal with lowest performing IT and help desk staff
6. Enable IT customers to communicate more effectively with Help Desk, Desk Side Support, Applications Support and other IT service providers
7. Increase IT service quality and productivity
8. Reduce IT costs
9. Make better, more objective decisions based on customer and employee feedback.
10. Identify problems and opportunities by agent, IT team, product, site location, communication channel, customer business unit and type and other criteria
11. Focus investments in IT staffing, training, equipment, teams and programs where they will have the greatest payback
12. Identify and fix recurring problems
13. Improve coaching using customer feedback
14. Increase validity of IT staff reward and recognition based on customer feedback
15. Send an important message to IT staff and IT customers that IT management cares about performance and satisfaction
16. Increased performance and job security for IT Heads and IT Directors
Source:
Howard Deutsch:
link
Article Content: Customer Service Training
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
