Customer Service Training Workshops:
Our customer service 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 workshops 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.
Workshop Objectives:
In our Exceptional Customer Service one-day
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:
Raise Your Customer Service Bar with a Customer Service Workshop
Current labor market and economic conditions, along with future predictions and indicators from the Department of Labor and Workforce Development around our country, report that our gloomy fiscal condition will remain status quo through the next quarter and perhaps beyond. What does this mean to you - the small and mid-size business owner? It means that nothing is more important than keeping the clients you do have, providing first class customer service to those inquiring about your business, and those extraordinary word of mouth referrals that promise potential new client growth.
Much has been written about providing excellent customer service, but it's the application that matters. What keeps your clients coming back for more? Customers want to feel comfortable with your product or service, expect effective communication and, above all - depend on the highest level of professionalism.
People buy from people they like, and trust. Do your customers trust you? Have you built a rapport with your customer and gone over and above the call of your "job description" to make your customer feel special and valued?
Communicating effectively isn't always about telling the customer what they want to hear. It is about listening to what your customer wants, and delivering on the promises that you make. Additionally, written and oral communications are imperative to great customer service. Do you speak in a manner that can be completely understood by your customer? And, are you also listening to customer feedback? Customer surveys are the best way to modify or improve on customer service. Remember, it is not how you think you are doing - it is how you are perceived by your customer that counts.
Providing outstanding professional behavior is easy when your customer is happy. But how well do you handle the difficult or dissatisfied customer? Do you know that only 15% of satisfied customers will refer your business but 85% will blast a negative experience all over the internet?
Here are 10 customer service tips to help keep the customers you have and gain new customers for prospective future growth:
1. Train your front line people. Your gatekeeper is the first person your client or customer will hear on the phone. Nothing turns people off more than negative, rude or discourteous people. On that note, all of your customer service employees should know how to and want to deal with people that call or come in to your establishment.
2. Answer the phone by the third ring. If your receptionist is unavailable, have a back up person ready. And always ask if the person can hold for a minute or two. Make sure that minute or two does not turn into 8 minutes or more without coming back to the phone to provide information.
3. Use the customer's name during the course of the conversation and learn who they are. Nothing makes a customer feel more valued and appreciated than knowing something about them.
4. Understand that when things do not go well that an apology is in order. Your customer make not always be right but they do have to feel they come first. Empathy means everything and owning it, admitting it and moving on from it is key. Be personally accountable for the outcome.
5. Deliver on your promises and give more than what is expected. Brainstorm ideas with your customer service employees and engage and empower them to want to outshine the competition in your industry. Nothing makes a company stronger than empowered customer service employees who feel part of the success of the organization. They should know and appreciate who really signs their paycheck.
6. Always follow up with a call to ensure quality control and that your client's customer service experience was exemplary. Ask for feedback and remember to always say "thank you" for their business.
7. Answer emails within 24 hours when possible. Nothing is more irritating to a customer than emailing the same request for information over and over. And be careful sending spam emails out with company advertising. People want to see bargains, receive gift promotions and coupons, not all out solicitation.
8. What does your office image look like? Casual does not mean sloppy, dirty or disheveled. Looking professional means you will be perceived as qualified, expert and proficient in what you do.
9. Treat your own customer service employees with respect and dignity. They are your internal customers and should be appreciated every day. Let them know how important they are to you and your company - they in turn will pass it along to your external customers.
10. Have fun at work. Customers will see, and want to do business with, in a cheerful business environment.
Source:
Lori Gersh:
link
Article Content: Customer Service Workshop
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
