Customer Service Training Workshops:
Our customer service 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 workshops 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.
Workshop Objectives:
In our Exceptional Customer Service one-day
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:
Improving Your Online Business Through Quality Customer Service Workshops
This is to sum up, how you can improve your business through quality customer service, but is it as simple as that?
Quality customer service does come with treating the customer right, all the time. Following the rule of thumb, that the customer is always right, even when you know they are dead wrong. It doesn't matter because without your customers, you have no business.
This service comes in many forms, compiled together. For example, how many times do you follow up with a customer who has already made their purchase with you? Follow up, with customers should be number one on your list. You will benefit to know if the customer is satisfied or not. If satisfied, find out why, and if not, find out what you could have done better, to improve their overall feelings and experience.
Feelings people have, are crucial to your business. Most people buy based on their emotions, and because of that, it's important for your customer to feel as if they are the only one. Treating them like a statistic, which so many big corporations do, isn't a good thing.
In today's world, going back to old fashioned care can really be an advantage for you, because most companies rely on trouble tickets, email, phone automation ... etc., with the bottom line being, the customer has become a number ... on hold. Imagine their surprise if you actually had staff to answer the phone each time, or great them with a handshake.
All this is actually a pretty simple job, but only for people who have good interpersonal skills and truly enjoy serving others. Businesses should really hire people who have these qualifications, instead of warm bodies to fill in the spots. This alone will improve the quality of customer service.
Automating your customer service has a purpose, but only to the company, not the customer.
Companies should strongly consider implementing training, especially for those that aren't too natural working with the public.
Improving your service staff, by and large can better workforce retention, encourage word of mouth referrals, build up on company ROI and much more. This service excellence can do much more than just satisfy your customer.
To improve your business through customer service, you must start with your staff.
A thank you goes a long way!
Saying thank you has truly become a useful edge for businesses. When you have an employee who is down and burnt out, a thank you really can go a long way to boost their spirit back up. A happy employee wants to do the best job he or she can for you and customers.
Proper and constant training can take a basic customer service rep. to expert levels!
Here are a few tips to consider when training your customer service staff:
Teach the fundamentals of customer service.
Help them develop a positive attitude that will become contagious to your customers.
Educate them to build a strong rapport with customers.
Lend a hand to your staff and help them understand the importance of your customer's body language.
Show them how to communicate successfully through email and over the telephone.
Facilitate how to master the skill, of dealing effectively with complaints and problems.
Treat others the way you want to be treated!
Old fashioned, but true. This applies to your customers too.
Do you like calling in, to talk about your phone bill, to only go through some long automated process that asks you for your information a couple of different times, then to be placed on hold for over five, ten or even fifteen minutes, to then, finally get in touch with customer service representative who ends up having to transfer you to the "correct" department, just before you can eventually talk more about your phone bill charges, to the right department?
The process should be easy, smooth and simple no matter how large or small your company is.
Take advantage of the fact you can change the way your customers are handled. If you are a business owner, you have the chance to make a difference, to separate yourself from typical and modern customer service practice and stand out!
Source:
Lisa Alexander-Wolfe:
link
Article Content: Customer Service Workshops
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
