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:
Survey: Retail employees not giving good customer service, despite tough job market
Despite working in a sector that has suffered job losses averaging roughly 50,000 per month since the start of the recession, retail employees are not providing high-level customer service, according to data from The SALT & Pepper Group's new Retail
Customer Service Quality Index.
The RSQI, which measures 39 separate service opportunities in retail settings, presents benchmark data on a scale from 0 to 100. The index stands at a mediocre 48.2 for 2009, based on studies carried out at 73 retail outlets in six different states. Service components dragging the index down include retail customer service associates' greeting skills, failure to recognize when shoppers need assistance, and a lack of leadership presence on the sales floor.
"Curiously, the recession and associated job insecurity have not correlated into higher customer service quality by retail customer service employees," said Rick Miller, consulting analyst at The SALT & Pepper Group. "Store managers and front-line customer service associates are forced to do more with less; they may be lacking essential customer service training, and they appear to have lost their motivation. They don't see that, on a personal level, many potential rewards still exist."
Many customer service failures are sins of omission. In 27 percent of the 1,027 interactions measured in the RSQI study, the customer service opportunity being measured simply is not performed. In other situations, the skill level with which interactions are performed varies greatly. The study finds that retail customer service associates seldom initiate contact with shoppers appropriately, struggle to manage multiple customers in busy environments, and often do not close sales in a manner that strengthens the retailer-customer relationship.
The retail sector generally scores well on providing excellent check-out processes and clean, inviting shopping environments; it lags in the human components.
"Economic recessions tend to breed innovation and process improvements," Miller said. "With margins razor thin and pricing about as low as it can go, retailers have to turn to their people to drive their brands. Retailers that train customer service associates and store leaders to interact genuinely with customers will build the relationships necessary to ensure repeat business during tough times. A mediocre RSQI means a market share opportunity for retailers who get customer service right."
The index, which measures customer service activities only (not pricing, merchandising or other activities), comprises 39 customer service opportunities grouped into six categories: store greeting and initial contact; department-level service and advice; point of sale/store exit; merchandise returns or exchanges; leadership; and teamwork — how customer service associates interact to solve customer problems. The index measures associates on the skill with which they perform each service opportunity and their level of engagement with the shopper while doing so.
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Article Content: Customer Service Training
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