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:
Is Customer Service Training at Your Company Dead?
With today's economic situation, good customer service is more important than ever. If you fail to do a job right, there are 10 other people right behind you ready to do it for you.
Perhaps customer service is only on life support at your company, and not dead yet. What steps do you need to take to see that your customer service is alive and well? We are going to discuss exactly what customer service is, who it applies to, and how you can improve your customer service skills.
One dictionary describes customer service as, "assistance and other resources that a company provides to the people who buy or use its products or services". According to the book, Electronic Commerce: A Managerial Perspective, "customer service is a series of activities designed to enhance the level of customer satisfaction- that is, the feeling that a product or service has met the customer expectation."
What do your clients expect from you? Well, first, look at how you have marketed yourself? Often you will advertise that you are an expert in your field, reliable, provide fast service, etc. When someone comes to you for the service you offer, they expect you to live up to your word. Each member of your team has the responsibility of providing the best customer care possible. That includes everyone your potential client will come in contact with from the moment they first contact you until the job is done. When a client thinks of your company, it will include whoever answers the phone, handles correspondence, accounting, etc. A negative experience with just one team member could cause a client to have a poor view of the entire company.
So, what are some key factors to consider when improving your customer service?
#1 Be Accessible
Do not ignore clients, or put them off until the last minute. Take their call, even if you have to say that you wanted to let them know that you are in the middle of a time sensitive job, but their call is important, and they are first on your list to be called back. Just knowing that a real person has taken a moment to talk to them is all that some clients need.
#2 Keep Your Word
Do not make promises you can't keep. Reliability is one of the keys to any good relationship. Think before you give any promise-because nothing annoys customers more than a broken promise. If you see that you truly are unable to deliver as promised, you must convey that to the client immediately. Keep them in the loop.
#3 Listen to Your Client
Clients need to know that you are listening to them, being attentive to their concerns, willing to answer their questions. When face to face with the client, make eye contact. When speaking on the phone, stop what you are doing, even for just a moment, to truly hear what they are saying.
#4 Handle Complaints
No one likes to hear complaints, and it's even worse if your client feels like you are ignoring their complaint. Acknowledge them by saying, "I'm sorry you feel that way", "I apologize for the misunderstanding...," whatever an appropriate response is.
#5 Go the Extra Step
The words "That is not my job" should never cross your lips. If a client asks about billing say, "That is a great question, and although I don't know the answer right now, I can get back to you with it", or "Joe in accounts receivable is at extension 123 and he will be able to help you".
#6 Give them the Benefit of the Doubt
Proving to the client why they are wrong and you are right is not worth losing a customer. "The customer is always right" isn't necessarily true, but they are right in their own eyes.
So, why not keep these ideas in mind as you interact with your clients. Providing excellent customer service will help you stand apart from your competition.
Source:
Jennifer Pressler:
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Article Content: Customer Service Training
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