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:
Leave Your 'Buts' Behind for Great Customer Service Training
How many times have you heard something similar to this in
a customer service situation?
Customer: "Why don't you just do it this way, and it will
take care of the situation."
Customer Service Person: "I understand what you are
saying, but we can to do it this way."
Then the situation magically goes downhill from there and it
is difficult to win back the customer.
What Happened?
The customer service person used the one word that has a
powerful negative effect when dealing with customers. The
one word, if you can imagine, brings out the horns on the
customer's forehead, turns his face red, tightens his teeth,
and clinches his hands...the word is but.
This is because but is an exclusive word. The use of but
negates everything that was said previously by the
customer. The customer then feels alienated and
disrespected. It says to the customer, "You discounted or
ignored everything I just said and you are going on with
your agenda. Well, you don't respect me, so I won't respect
your solution."
The Solution
Replace the use of but with this powerful, positive word that
will make the customer feel like he is are a part of the
solution, put a smile on his face, and change the mood to the
positive...the word is and. And is an inclusive word. If you
think about it, and in math equals the function of addition.
The use of and says to your customer, "I value what you
just said, and we will take that into consideration as I share
my solution with you."
Remember, 90% of satisfying the customer is making the
customer feel like you are listening to them. The use of and
says to the customer I am listening to your input.
Lets apply this to the above scenario customer service:
Customer: "Why don't you just do it this way, and it will
take care of the situation."
Customer Service Person: "I understand what you are
saying, and we can to do it this way."
As you can see it is a more positive response to the
customer's feedback. Instead of the customer being on the
opposite side of your solution by using the word and you
create a bridge for the customer to cross to consider your
customer service solutions. Bottom line, your customer is more likely to
quickly accept your customer service solutions.
So, if possible, record yourself in a customer service conversation so that you can see where you are using but. Then work at substituting
and in place of but. It may feel a little awkward at first.
However, the more you use and the smoother it will sound
and you will see immediate results. The benefits are less
stress for you, positive customer service situations, and
happier customers. Remember, leave your buts behind and
you, too, will provide great customer service.
Source:
Ed Sykes:
link
Article Content: Customer Service Training
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