Customer Service Training Courses:
Our customer service course 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 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 in a customer service training course customized
for you!
Course Objectives:
In our Exceptional Customer Service one-day
course
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:
It's All About Customer Service Training Courses
Jesse Willms, a respected member of the Internet marketing community, said today that having high-end customer service (customer support) could make or break any company, no matter what type of product or service they sell.
He said he was concerned about the level of customer service in the online marketing industry after reading reports that many companies were slashing their customer service budgets in the face of the ongoing recession.
Willms feels this is a grave error that has the potential not only to harm those companies, but could also give the entire Internet marketing industry a bad name.
Trust, he said, is essential when it comes to getting people to buy products or services online. Because the online world lacks the human element of shopping in the real world, if people lose their trust in the system, they may change their buying habits for the long term.
In fact, Willms said he has actually increased his customer service budget this year and plans to do the same next year, as it plays a crucial part of his long-term business strategy.
When asked what he thought was the core of offering good customer support, Willms said the following things are essential:
Ongoing training. Many companies simply train their customer service employees at the start of their service. This can lead to them forgetting some of their lessons. Training should be an ongoing process for CSRs remain at the top of their game.
Local customer service representatives. Customer service representatives should be based wherever most of your customers are based. Outsourcing to other countries can lead to cultural issues that can make it hard to provide true customer service value.
Money-back guarantees. Most companies offer money-back guarantees, but often make it hard for customers to take advantage of them. If a customer is truly dissatisfied, you should refund their money as quickly as possible.
24/7 service. Don't make people wait for regular business hours to contact you. Make your customer service representatives available 24 hours a day, seven days a week.
Online support. If you can sell services or products online, you can also have your customer service online. Many people would rather deal with online help than make a phone call.
Real solutions. Most customer support complaints come from consumer confusion. A customer service representative who is willing to take the time to listen to a customer can solve almost any problem.
Proactive support. A company shouldn't just respond to questions and concerns that come to them. They should monitor what people say about them online and if there is a problem, reach out to that customer and offer to solve it.
Source:
Harry Berkanski:
link
Article Content: Customer Service Training Courses
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