Customer Service Training Programs:
Our customer service training
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 training
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.
Program Objectives:
In our Exceptional Customer Service one-day
training 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:
Infusing Great Traditions Into Your Customer Service Training Model
Malaysians are renowned for their generous hospitality. Japanese are well known for their politeness especially in the way they constantly bow as a mark of respect and acknowledgment to the other person. The Americans are well known for their openness and frankness when dealing with people. Wouldn't it be great if you can successfully merge and infuse the best traditions and culture across diverse cultural, language and geographic boundaries into every aspect of your customer service elements?
Companies that are successful in merging the best traditions of diverse cultures world-wide in harmony with careful consideration for your own culture and customs will have a competitive advantage over others. Here are some traditions that you might want to incorporate into your customer service models and practices:-
Love and Humility
Malaysians for example have a strong tradition of showing love and humility. Malaysians express themselves from the heart with sincerity and warmth. This is exactly how we should treat and serve our customers. When you adopt the right traditions in your customer service models you have a better chance of succeeding because they have a longer staying power than just replying on a set of training guides and external "feel" good training programs to bring out the best in your customer service personnel. Customer service staff selection should be made on the basis of their level of "humility" for this trait is most important in customer service profession. In fact I would not be too far fetch to say that an average customer service representative may have to utter the "sorry" word no less than 50x in a day. Customers just love to hear this word even though they are at fault.
Customer service from the Heart
By making your staff knows the history and beauty of each tradition this will bring about much happiness and willingness to want to serve from the heart rather than just being force into an artificial act repeatedly of which they have no appreciation at all. When your staff starts to serve from the hearts, your customers will feel valued and retain a lasting, positive view of your company. Customer service from the heart can only be possible for staff that enjoys making customers happy. As such having the right recruitment program to attract potential staff with the right values will go a long way to achieving this goal.
Cultivate sincere long term relationship with clients
Asian is generally better in making long term relationships. Asian values the importance of making time for each other to truly understanding and appreciate each other needs. Showing genuine interest in each other progress and making efforts to ask the little things in life are very much part of the culture. Such gestures will go a long way to cement trust in each other. Hence, Companies that encourages such values of going out with customers, attending an event held by the customer, going to a social function or cuddling on the couch will have an advantage. Your customer is no longer a customer but a friend. This will definitely help in building customer loyalty and satisfaction.
Reach out and touch your partner.
An important key to a long lasting relationship is affection and loving. When your partner least expects it, reach out and hug or kiss them. Do this spontaneously and frequently.
Companies should tap on values present in our shared traditions, beginning with a sense of humility and genuine care for others. This translates to real care for customers resulting in customers coming back for more.
Source:
Kon Eng Hwa:
link
Article Content: Customer Service Training
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
