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:
Old Argument, New Facts - Direct Link Between Customer Service Skills & Revenue Generation
A study conducted by the University Of Michigan Ross School Of Business has determined that companies ranking in the top 20% of the American Customer Satisfaction Index (ASCI) greatly outperformed the stock market, resulting in a 40% return. The ACSI model is a cause-and-effect model with indices for drivers of satisfaction on the left side (customer expectations, perceived quality, and perceived value), satisfaction (ACSI) in the center, and outcomes of satisfaction on the right side (customer complaints and customer loyalty, including customer retention and price tolerance). The index is then delivered in a matrix based upon a 100 point scale for 44 industries across the nation, including hospitality, F&B, and retail.
The inception of this index began in 1994 to prove/disprove the theory that customer service is relational to a firm's financial performance. Over the fifteen years of the indexes life, the ACSI has predicted corporate revenue & earnings growth, stock market performance, aggregate corporate earnings growth, and average Market Value Added, which measures a firm's success in creating wealth for shareholders.
Quality of customer service delivery is no longer an elusive conversation between Operations, Finance, and Human Resources executives. There is now a solid determinant to a hospitality organization's long-term financial success; it is called customer service satisfaction. The customer service value carries so much weight in a hotel/casino firm's financial performance that it supersedes price promotions. Although pricing can be an effective short-term growth opportunity, it has been proven through ACSI's research that price cutting is almost never sustainable in driving revenue growth.
Testing for quality of customer service is an ongoing process as new amenities become available in the marketplace, consumer's satisfaction levels will fluctuate. To best manage the changing tides of consumer sentiments resulting in a firm's favorable/unfavorable customer service satisfaction, mystery shopping companies are best positioned to provide hospitality organizations with real time customer service analytics. Reports can include statistical values comparing divisional performance, drilling down to manager performance and linking back-of-house department's to the overall customer service satisfaction level.
Customer service satisfaction sovereignty is the business model that will help hospitality organizations survive the current economic times. Focus your company's revenue model by recasting P&L into customer specific categories, thereby elevating the value of customer-centric experiences. Then begin to monitor customer service standards property-wide to ascertain your base line customer service performance. Work with a mystery shopping firm that specializes in the casino hospitality industry to define desired behaviors, grading of evaluation questions, benchmarks to Mobile standards, provides training & sales recommendations, and lastly, compiles statistical data of the customer service experience offered in your facility.
By repositioning your focus on revenue generation toward customer service satisfaction levels, the stellar stock market performance results as measured by the American Customer Satisfaction Index (ASCI) can be the competitive advantage that pays off in dividends for your hospitality organization. There is no question, the results are in, and customer service sovereignty IS a proven revenue generator. Apply this knowledge to your organization and you too will be quoting Peter Drucker, "The only profit center is the customer."
Source:
Christine Newcombe:
link
Article Content: Customer Service Skills
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us for a free consultation on how we can best service your
training needs.
