Customer Service Training Classes:
Our customer service class 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 classes 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 in a customer service training class customized
for you!
Class Objectives:
In our Exceptional Customer Service one-day
class
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 Class Tips - Ignoring Customer Feedback Loses You Clients
Many businesses use customer surveys or secret shoppers to determine customer service satisfaction. Yet, by not taking action specific to this customer service strategy only creates unresolved problems and loses customers.
Have you ever experienced poor to really bad customer service somewhere? You are given a customer survey to complete or are asked to go to the corporate website to share your terrible customer service experience. Sometimes, the survey or the website will even tell you that you will be contacted by a customer service representative.
Then you return to the same place to give them another try. And again a terrible customer service experience happens. You return to the Internet and complete yet another survey with a response that you will be contacted by a customer service representative.
Are you ever contacted? For many unhappy, dissatisfied customers the answer is a resounding No, absolutely not! How do you feel? Probably, quite unhappy because the lack of action by the business has now created or amplified your unresolved problem.
I was talking with a client who had this experience with a national coffee chain. He shared his poor customer service experiences and how he not once, not twice, but three times tried this same coffee location with the same miserable results. Now he no longer patronizes this chain.
His customer loyalty value was $10.00 per week. At 52 weeks this totals $520. Also, he had purchased gift cards from this store for his customer service employees to the annual sum of over $1,500. If you consider that his tenure as a customer is at least 5 years, his actual customer value is $10,100. Of course, the customer service person taking his weekly dollars probably only sees him as $10 a week customer if that.
Now that unresolved problem of not responding to the customer survey created a $10,000 hit to the bottom line for this national chain. This is before he tells everyone about his miserable experience. You can probably easily add another $5,000 to $10,000 of red ink to that store's financial records.
If you want to improve customer loyalty, then remember to occasionally walk in their shoes and do not make promises that you cannot deliver or set expectations that you cannot satisfy. Take this customer service tip to heart: Either react to all customer surveys or do not even bother with them because you truly do not want to upset your customers anymore than they already are.
Source:
Leanne Hoagland-Smith:
link
Article Content: Customer Service Class
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
