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 the Process, Not the Prize - Lessons Learned in the Course of Customer Service
Last month my company was honored to receive the BBB Excellence in Customer Service (EICS) Award. Sure, it was gratifying to receive the award, but the process and what we learned along the way were much more important.
There's nothing like an objective eye, a third party source with a customer service perspective. Not only did I more clearly understand our strengths in order to capitalize on them, but I also learned our weaknesses or as I like to call them, opportunities for improvement.
Dare to ask yourself the tough questions
Before beginning the process to earn the EICS I had to ask myself:
Do you want to put your head in the sand and jealously protect your turf or open yourself up to criticism in order to improve? For me the answer was that I wanted to go through the EICS process in order to improve our customer service and ultimately our business. Here's what I learned:
What you can learn by earning the Excellence in Customer Service Award
Accept third party advice. It's a tool to improve your business.
Look to your industry to enhance your customer process. Don't reinvent the wheel; trade publications, articles and blogs are excellent sources for proven ideas.
Know your customer. Have a clear understanding of who your primary customers are.
Devise ways to determine customer needs and demographics. There are simple, cost effective ways to determine which marketing pieces are most effective.
Customer surveys are your friend. Use the data and feedback to improve customer service, motivate customer service employees, keep track of what is selling, and more.
Deliver satisfaction. The job's not done when the product is delivered or installed; it's done when the customer is satisfied.
Resolve complaints to everyone's satisfaction. Be proactive in solving customer complaints. Put it in writing and don't consider is solved until the customer has signed off on it.
Make it personal Good customer surveys become great customer surveys when they are personalized.
Live by the gold standard; Make sure there is solid value behind your currency. Have a mission statement, and then communicate it to your customer service employees who can tell your customers.
Listen to your customer service employees - about ways to improve. Give them an opportunity to tell you what they need and make them part of the process. (Eight most common sales challenges, Q & A)
Make sure everyone is on the same page. Whether it's daily meetings, conference calls or use of blackberries, do whatever it takes to keep everyone in the loop.
Differentiate yourself from the competition. Require your sales and service force to do things that your competitors neglect. . Good customer surveys become great customer surveys when they are personalized.
Team recognition. Every company has sales stars who write a lot of business, but it's the team effort that delivers the goods and fosters habits such as exceptional service.
Link customer satisfaction with job performance. Make sure your sales staff understands that the two are related.
It's not all about you, or me: it's about the customer
If you truly care about your customers, participating in the EICS program indicates your commitment to continuous improvement of customer service. This is an outstanding way to differentiate yourself from your competitors.
Source:
Matt Colligan:
link
Article Content: Customer Service Course
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
