Customer Service Training Courses:
Our customer service course 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 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 in a customer service training course customized
for you!
Course Objectives:
In our Exceptional Customer Service one-day
course
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:
Improving Consistency in the Course of Customer Service
Consistency with customer service is what builds trust and wins customers. The customer service you provide should be consistent. Consistent delivery of quality gives credibility and perceived value to your offering. Customer service assures customers that they will receive the best of what they are paying for minus unforeseen negatives.
Three customer service strategies will help you deliver customer service consistently all the time, every time.
Your customer service goals and values should be the foundation of your decisions: The people who are inconsistent with their goals and values find it difficult to make correct decisions. This reflects in their personal and professional life which in turn affects their customer service too. The manner in which we make our decisions is as important as the decisions we make. Every decision has effects which reverberate into the future.
Consistency in results: Customers appreciate consistency especially when the service you are offering is highly priced. When the expected service is provided, your reputation builds. Surprise your customers, under-promise by saying less and over-deliver with good service. Make them feel appreciated, add a little extra in the form of a smile, thanks or an e-mail on festivals, anniversaries and birthdays - this all goes a long way. If you are into delivering services then program in some 'cushion' time for delivery, if your work begin and the delivery takes 10 days then add a few more days for unforeseen delays.
Keep your good behavior consistent: Our behavior speaks louder than our intentions. It is best to keep clam and approachable as people can sense the mood of others by their tone of voice and body language. As you are there to make a sale its best to remain settled and focuses on the goals you have set for yourself, this is called professionalism.
Good customer service stems from effective communications and creative thinking but lacks of hidden agendas. When the customers trust you, they are more likely to provide the correct information which allows the sales person to serve them better. Surveys have shown that when people travel they book with the same hotel - this is because they like consistency, they know what to expect at their price - luxury or economy.
Peoples trust comes from the assurance that they will be served what they desire. This creates the foundations for good relations and is the benchmark of customer service. Consistency and continual improvement are the keys to good customer service.
Source:
Charles McArthur:
link
Article Content: Customer Service Course
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us for a free consultation on how we can best service your
training needs.
