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:
Improving Customer Service Seminars - Explain the Benefit For Employees
You implement different strategies to encourage more professionalism, courtesy, and timeliness, but improvements are temporary. As you reflect on these problems, you realize that your customer service employees constantly complain about customers' behaviors. You also realize that your customers might act differently if your customer service employees acted differently. So what do you do?
Try linking the behaviors you want customer service employees to exhibit to the kind of things customer service employees complain about when it comes to customers. Your goal is to explain to customer service employees how they can decrease their own frustration levels by being more professional, courteous, or timely.
For example, suppose your customer service employees complain that:
o Customers are constantly calling asking for updates on the resolution of problems.
You might explain:
o "If you always tell customers in advance approximately how long it will take to resolve a problem (behavior you want customer service employee to exhibit), you might receive fewer calls asking for updates (complaint from customer service employee about customers)."
This explanation encourages customer service employees to think about the personal benefit of a behavioral change. So you are not just telling customer service employees that they need to improve for you, or for your organization, or for their customers. Instead, you are telling customer service employees that they need to improve for themselves. And when customer service employees see the organizational as well as mutual benefits of improving, they are more likely to improve.
To begin implementing this service--improvement process, first think about the specific customer service behaviors you want customer service employees to exhibit. Second, think about what customer service employees say they want when working with customers. Then, match your desired behaviors to customer service employees' personal wants. Also, the more personal wants you can link to improved service, the better. Consider these possibilities:
Greater cooperation from customers during face-to-face encounters or over the telephone
Less time spent trying to uncover the 'real issue' that customers want resolved
Faster resolution of customers' problems
Fewer calls from customers asking for updates on an issue or request
Fewer calls from customers wanting more information on the same issue
Less time spent trying to calm customers who are upset
Faster determination of what customers need or want
Increased number of correctly resolved customer problems
Remember; don't just think about your customers when it comes to improved service. Think about your customer service employees as well. Show customer service employees how better customer service can lead to better customer interactions. Help them see the win-win. In the end, you might get the improvements you want and your customers might get the service they deserve.
Source:
Barbara Brown, PhD:
link
Article Content: Customer Service Seminars
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