Customer Service Training Courses:
Our customer service course 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 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 in a customer service training course customized
for you!
Course Objectives:
In our Exceptional Customer Service one-day
course
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:
Put Service Back Into Customer Service Courses - Three Ways To Make It Pay
Where exactly did customer service go? I recently visited a local retail store and was astonished at the absence of customer service. It wasn't merely lacking, it wasn't any where to be found! I'm sure you have experienced this as well. While waiting anxiously for assistance, I thought about my days in the retail industry and how I would have been fired if I had allowed that type of incompetence to run unchecked.
Wherever one finds quality customer service, he will also find no lack of customers. One need only look at the most successful of retail businesses to find this evidenced. Nordstrom's is synonymous with customer service. It certainly hasn't hurt their business. Many others make a fair living simply by explaining how Nordstrom's does it.
Great customer service is good business. Scientific surveys such as Raddon Financial Group's Strategic Planning Study Group (SPSG) show a strong correlation between quality customer service and profitable customer loyalty. Everyone agrees that a steady flow of returning profitable customers is a good thing. So, here are three simple ways to put service back into customer service and keep your best customers coming back for more.
First, greet your customers with a smile. You can do it. Practice if you must. Smile as though your paycheck depended on it - because in reality it does. A genuine smile is both disarming and reaffirming. Instantly your customer will be put at ease and become less defensive. This will result in an easier sell. Also, she will be reassured that she did indeed come to the right place, reducing cognitive dissonance, or "buyer's remorse."
Next, follow through on your promise. Whether it's your corporate-wide brand promise or a personal promise, commit to it. Follow through. If your brand promise includes checking your customers out quickly, be sure to train and coach your associates to check your customers out quickly. If you make a personal promise to a customer to resolve an issue, do whatever it takes. At the very least, keep her informed about the steps you are taking toward a resolution. Learn the art of managing expectations. It is far better to under-promise and over-deliver than to over-promise and under-deliver.
Finally, always say thank you. Even if you were just ripped up one side and down the other by an irate customer, say something to this effect, "Thank you for your candid evaluation. We truly appreciate your concerns." Stop laughing, I'm serious. Try it and watch your customer's blood pressure return to normal levels. Everyone likes to be recognized for his or her value. Have you ever performed a deed for someone without a thank you? Do you remember how appalling that felt? Don't let your customers feel that way - thank them. It's worth significantly more than it costs.
If you implement these three simple rules, they will have a profound effect on your overall customer service level and your bottom line. Obviously, to be successful in the open market you still have to have the right product at the right price, but you will be amazed how many customers will pay for superior customer service. Quality customer service is highly differentiating in today's business environment. Put service back into your customer service.
Source:
Jason Powers:
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Article Content: Customer Service Courses
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