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:
Increase Sales for Your Business with Excellent Customer Service Classes
Have you ever frequented one business establish because you received incredibly good customer service and then left that business when the customer service was no longer incredibly good? What business management continues to fail to understand is that you left not because of poor products or services, but because of inconsistent customer service!
Inconsistency in customer service performance is probably the greatest reason why businesses suffer sagging sales. When performance is inconsistent, even the most loyal customers will seek to spend their dollars elsewhere.
In the spring of 2006, I experienced incredible customer service at a local gas station. The customer service employee realized that her job was dependent upon satisfied and delighted loyal customers. She went the extra mile to cultivate customer loyalty. If the gasoline pumps, failed to deliver printed receipts, she gave the customer a sincere "I am sorry for that inconvenience and please have a free coffee on us." If the beverage machine was not functioning correctly, she again provided a free beverage coupon. Her goal was to keep you a loyal and delighted customer. She knew only that you would return to spend more of your dollars.
Nine months later, I have been consistently experiencing just the opposite at the same gas station. When receipts do not print, I walk in expecting a friendly and sincere "I am sorry for your inconvenience." What I receive is a fast and insincere - "Sorry" with no explanation or concern. And I have not seen a free drink or coffee coupon.
When customer service is consistently good or consistently bad, certain expectations are set within the customer's belief system. These expectations will drive certain attitudes that are demonstrated through behaviors. For business owners, this means either repeat business to their establishment or lost business to the competition just across the street or down the road.
If any business wishes to increase sales, then consistent customer service that delights the customer through the improved performance of all employees is the simplest way. Forget the specials, the lost lead items, but take action right now to provide excellent customer service that delights and is consistent yesterday, today and tomorrow.
Source:
Leanne Hoagland-Smith:
link
Article Content: Customer Service Classes
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us for a free consultation on how we can best service your
training needs.
