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:
Customer Service Class - Is it Customer Service or Customers Serve Us?
Have you ever felt whenever you were in a place of business that the customer service employees really didn't care whether you were there or not?
I have even felt that I was being regarded as existing strictly for their benefit. Far too many times I have encountered customer service personnel that made no attempt to hide their annoyance at my questions and comments.
More often than not, whenever I’ve provided feedback that was intended to be helpful and constructive it has been met with joking, excuse-making, patronization or obvious, even if polite, disregard. It’s as if companies are in business to be served by their customers.
What can be done to make the customer service experiences we have with businesses more enjoyable, satisfying and fun? The answer is to be found in the implementation of the seven "Fs" of making customers' experience with your organization outstanding and memorable.
Taken together these components become a dynamic strategy for consistently providing customer service that meets specific needs and results in maximum benefit and enjoyment for customers. Dramatic improvements in customer satisfaction will result when these “Fs” are faithfully followed.
Precisely how to thoroughly implement this customer service approach will be something that each organization will have to determine for itself. Of course, I have my own ideas on this but I don't have enough space to discuss them in this article.
There is only one simple guideline that needs to be observed as you develop your implementation plan. As Davy Crockett, the celebrated hero of the Alamo and backwoods statesman, was once quoted as saying, “Be sure you’re right, then go ahead.” How do you know when you’re right?
You’ll know only after you’ve obtained the input from everyone who has anything at all to do with your organization. When I say everyone I mean everyone: ownership, management, customer service employees, vendors and a composite of customers from all demographic categories.
“Input = Buy In.” This is a formula I use all the time when addressing organizational development issues. When you get input from everyone who is or will be even remotely involved in the issue or process in question, you also get their buy in to helping implement the necessary changes in behaviors that will result in an improved work environment and increased innovation, enthusiasm and productivity.
Then you’ll see your people serving customers like they’ve never done before. They’ll creatively serve because they want to. They’ll willingly serve because they’re now stakeholders in the outcomes of all interactions with customers. They’ll eagerly serve because they will have learned how to effectively manage their own natural desire as human beings to want to be served.
Being served is one of life’s most gratifying experiences. It’s this experience that your customer service employees will seek to provide for every customer. In effect, they will be fleshing out the Golden Rule: they will serve their customers as they would like to be served. This is a daily choice that isn’t always easy to make. The “Fs” can help you more readily and willingly make the choice to serve rather than be served in your relationships with your customers.
Here are the seven “Fs” that create the kind of customer service that is completely satisfying to every customer every time:
Focus on others not on yourself
Feelings of others are more important than your own feelings at the time
Following the customer first by listening and understanding, then leading them to the best product/service for them
Fun! Making the experience memorable by making it entertaining and interactive
Forwarding information received about customers to other departments/branches/people so they can serve these customers better; one of my mottos for customer service is, “None of us know as much as all of us know about the customer”
Funnel the customer's attention and interest into broader possibilities and opportunities for their particular situation and needs
Future state of the organization is linked to the way we treat customers today and how we address their respective needs, answer their questions and solve their problems; as we help them benefit and improve their situations, we’re also doing the same for our organization
Once the “7 F Strategy” is implemented, you can expect customers to be served in a fashion that causes them to become loyal fans and advocates for your company.
Customers will appreciate being creatively and enthusiastically served by your organization – and it’ll show because your customers will keep showing up for more!
Source:
Ken Wallace:
link
Article Content: Customer Service Class
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