Customer Service Training Seminars:
Our customer service seminar 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 seminars 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.
Seminar Objectives:
In our Exceptional Customer Service one-day seminar
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:
Prove Yourself Every Time With Customer Service Training Seminars
Last week a disgruntled salesperson told me about a long-time customer who stopped buying from her.
“Gosh, I thought we were good friends; we even went out together socially. I never thought I would have to worry about losing her as a customer.” As soon as I heard that last sentence, I knew that I had discovered a new business-medical condition, “SCS.” Salesperson Complacency Syndrome!
Too often we confuse relationships. These people had a business relationship. In the course of that relationship, it sounded as if they became friendly. But somewhere the salesperson became customer service complacent, feeling that, “my friend would never take her business elsewhere.” I don’t know what triggered the defection but SCS (Salesperson Complacency Syndrome) can be identified in three possible scenarios:
1. The Relentless Competitor
An aggressive salesperson worked hard to separate the buyer’s personal relationship from her responsibility as a purchaser and strove to offer better customer service, terms, quality and / or price.
2. She’s Mine Forever Unless I Really Mess Up
The original salesperson thought her “friend” was somehow “tied-to-her-for-life” and began spending less time and effort, giving the rival an opening.
3. It Will Be Overlooked
Somehow the salesperson didn’t fix an error, extend a proper discount, or give the type of customer service she gave at the beginning of the relationship.
Every salesperson, when dealing with a long-term purchaser, must know about SCS and never become customer service complacent, even if they become friends. One must remember to always give that client, friendly relationship or not, the best consideration, effort, and business perks because lurking just under the surface is a rival aggressive salesperson. That rival will pounce and take over the account eventually if complacency starts eroding the business relationship.
The problem is that it is so easy to become customer service complacent. We work hard to get a new account and to impress with our level of customer service in the early stages of the relationship. Then we work on getting more new accounts, then more. But slowly, as relationships mature, customer service also erodes, because of time management pressures, production quotas, and complacency. Fight “SCS.” Give your long-term clients your best customer service, every time!
Source:
Larry Galler:
link
Article Content: Customer Service Seminars
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
