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:
Instant Messaging and Virtual Customer Service Class
Instant messaging, or IM, as we know it today started getting widely popular in the mid-1990's through clients like AOL Instant Messenger (AIM). IM has been used for online customer service for almost as many years, once companies figured out that they could use it to communicate with customers. IM continues to be a popular form of online communication today, with the number of IM networks and client’s available being a testament to that popularity. Companies can create accounts with popular IM networks and reach the customers who already use those networks. Instead of having to visit a website to contact a company, customers can IM directly with the company through their buddy list. Another variant of IM is live support chat for websites. Companies embed a chat widget into a websites allowing customers to chat directly with customer service representatives. Live support chat solutions are usually operated separately from the popular IM networks.
IM and live support chat on websites are effective tools to engage customers in conversations that, hopefully, create an excellent customer service experience. Both chat mechanisms allow customers instant access to customer service representatives. IM is more flexible than live support chat on a website because the customer does not need to visit a website in order to initiate a chat. Both IM and live support chat offer the customer an immediate conduit to representatives. She does not have to navigate your website to find a contact number. She does not have to send an e-mail and wait for an answer. She can ask right now. As a result, she is probably more likely to ask a question that, while of interest to her, may not warrant the perceived importance associated with a phone call or the wait associated with an e-mail.
IM for customer service is not without its challenges. One challenge is determining how best to staff multiple networks. There are a number of popular IM networks available. A company needs to decide on which network or networks it wishes to participate. Live support chat adds yet another network into the mix. In the past, staffing multiple networks with multiple IM accounts was more of a challenge. Today, there are a number of software solutions (e.g. Pidgin, Meebo Me) available that can gather multiple IM accounts together within a single software client. However, this does not necessarily solve the problem of consolidating live support chat with popular IM networks; such a consolidation is left to the capabilities of the live support chat solution. A second challenge is that popular IM clients and networks are primarily designed for individuals to chat with individuals. This limitation makes it hard to staff an IM service for customer service. For a company of any size, there is a need for multiple simultaneous operators to reasonably handle a large customer chat load. A third challenge is that there are also customer service flow issues that need to be addressed such as transferring customers between representatives.
There are a number of solutions available to support IM and/or live support chat for websites. It may take a bit of shopping around to find a solution that fits your specific needs and that adequately addresses the challenges associated with using IM for customer service.
Source:
Amy Shelton:
link
Article Content: Customer Service Class
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us for a free consultation on how we can best service your
training needs.
