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:
Practicing Good Customer Service Skills
Whether your business is small, medium or large, without practicing good customer service you can’t survive for a long period of time. The reputation of a company largely depends on the type of customer service it renders.
A supreme customer service adds value to the business and it is only natural for its customers to happily endorse the products by the company. It makes the real difference between a business which endures difficult periods and one which find itself hard to sustain itself for a long term even when circumstances are favorable.
Answering the following questions reveal the type of customer service you offer.
Have you defined a response time for the queries made by your customers?
How fast and efficiently you are responding?
On an average how many times it will take to resolve a particular issue?
How enquiries or service calls are being attended?
Is there any good system in place that ensures proper follow-up of each customer queries?
Is there a good lead management system in place?
Many companies use IVRS or Interactive Voice Response System for automated service for efficient customer response. IVRS is an automated system which allows a telephonic enquiry to query a server to get the information instantly. It is good to have a periodical audit of these systems in place to ensure that your valuable customers are not finding themselves waiting or have to go through a number of steps to find the proper answer. The IVRS should have an easy accessibility to a customer service representative if the caller is in an emergency. For e.g, a person who lost his credit card will be in hurry to report the lose and he should be able to immediately report about the lost card immediately by contacting the customer service representative.
Implementation of CRM software could well handle the growing demands of a good customer service practice. A good CRM system is capable of handling all the records pertaining to pre and post sale operations originated from a business and could serve the organization with valuable reports that aids simple decision making.
Source:
Gijo George:
link
Article Content: Customer Service Skills
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Contact
us for a free consultation on how we can best service your
training needs.
