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:
Quality Customer Service Seminars - Under Promise and Over Deliver
Quality customer service is defined as meeting or exceeding the customer's expectation when resolving their issue and standing behind your product or service after the sale. The concept behind the "under promise/over deliver" idea is not new, but not practiced nearly enough when it comes to managing customer service expectations.
To truly provide quality customer service, you need to surpass the client's expectations when they contact you for service after the sale. This becomes a critical philosophy that is shared only by the most successful companies who recognize the value of customer retention. The ability to set an idea in the customer's mind on what you can do and then going beyond that promise can make the customer feel that they have been treated fairly and professionally.
For customer service to be truly amazing in the eyes of the customer, your service organization needs to empower its team members to act within the best interests of the customer first and the company second. In order for this to happen, your management team needs to establish customer service guidelines and metrics to help the customer service representative feel they can make decisions on their own to do what is best for the customer.
Managing customer service expectations is an acquired skill that many people and organizations lack, but should develop as a core competency in order to continue to deliver the perception of value in the product or service they have purchased. Level setting expectations can be tricky if the customer demands more than is reasonable within the established policies of the company, but it is imperative that the customer understands the boundaries before a solution is offered.
If these lines are drawn and conveyed in a professional manner, the customer may not like what they hear, but at least understands where those lines are drawn. When the solution exceeds those boundaries, just a bit, it can make the customer feel they received more than they expected and put them in a better position of satisfaction.
In summary, quality customer service starts with your ability to set the customer expectation early on and exceed that expectation when the solution is offered. This simple customer service technique can truly keep your customer coming back again and again for your products and services.
Source:
Oliver Stewart:
link
Article Content: Customer Service Seminars
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us for a free consultation on how we can best service your
training needs.
