Customer Service Training Workshops:
Our customer service 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 workshops 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.
Workshop Objectives:
In our Exceptional Customer Service one-day
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:
Making a Profit From Brilliant Customer Service Workshops
Most people expect brilliant customer service but rarely are they prepared deliver it; Often putting their own feelings before that of the customer and only because they are completely unaware of their personal impact when delivering customer service.
How we deliver customer service and how we are treated as customers has a major effect on some of our most enjoyable experiences. Holidays can be made or destroyed, based on how we are taken care of. Travel can be brilliant or truly awful depending on how we are left feeling after the experience. Shopping trips, nights out in restaurants, purchasing that new car, surfing the internet can either leave us feeling valued and engaged or frustrated and neglected. How much energy do we use getting uptight about poor service and how does this impact our feelings toward the companies we engage with. Ask this question, do you/would you pay more for brilliant customer service?
We all experience customer service several times daily and we are all too aware when we are wowed and this is also true of the opposite, when we are left feeling unimpressed. So why is it that when we deal with customers ourselves we don't always deliver the wow? Our knowledge and experience is one area we should be experts in, we should know what works and what doesn't based on our own experiences. Our emotions are challenged when an example of poor customer service affects us, we feel the effect and we have an emotional response. When we deliver poor service to someone else we can be blinded to its affects and don't feel the emotion, there is a danger we fail to empathize with our customer. Brilliant service is all about this emotion and the customer experience, acknowledging this doesn't always come naturally; it takes commitment and hard work
Training has a major role in initiating change in the way customer service is delivered within your business and I started my business and wrote my book 'Brilliant customer service' all because of my passion for the subject. I wanted to help people to be passionate about as well. Understanding your customer's emotions can deliver enormous benefits, making a purchase is more of an emotional experience, than it is about meeting the wants or indeed the needs of the buyer.
The good news is that with some simple tools and techniques everyone can create wow moments for their customers, but the main focus of an excellent workshop should always be the people skills, immersing delegates in real life situations where they get an opportunity to see and understand just how language, both body and verbal can have massive impact. In the case of my own workshops, I take the best from my experience over the last 15 years and 'learning by doing' is at the heart of my method of training. Because of this I know something about the benefits of using professional role play actors to achieve unparalleled outcomes in training. In my workshops, I teach simple and practical skills and techniques that when applied make a real difference straight away.
Whether managing a customer service team or call centre or you work in customer services or even own a business, My workshops will help you get new customers through referrals, recommendations and keep your customers coming back for more, time and time again.
When was the last time you were truly impressed with customer service? It's probably difficult to remember because we are much tougher to please than ever before. If you want to create a wow now, you have to do something unexpected, something that creates a positive emotional feeling in our customer. The best part is we can be wowed with great listening, empathy and a genuine smile, a real human response and it costs absolutely nothing, except some commitment from us or our staff to treat our customers as humans!
Source:
Debra Stevens:
link
Article Content: Customer Service Workshops
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