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:
Sales and Customer Service Training - Why Use the Same Person for Both?
Does your business have one person to make the sale? This person meets and greets the potential qualified customers (a.k.a prospects), builds an authentic relationship, becomes the trusted advisor and delivers the sale to the organization.
Now many firms have a separate person whose role is customer service. This person manages the process of the sale from beginning to end.
Yet, who did the customer conduct the sale with, the salesperson or the customer service person? Sales today are really all about relationships. The customer has already established a relationship with the sales professional and not some customer service individual. Why would you want to lessen that relationship by handing it off to someone else?
The sales professional knows or should know the customers better than anyone else. They understand the nuances of within their customers from how they communicate to their expectations specific to the products or services. Again, the question to be asked is Why would anyone want to jeopardize this relationship by not meeting expectation?
Now some may say that their sales people do not have time to meet. A survey of 29 leading North American Consumer goods makers conducted in 2005 by McKinsey in partnership with AC Nielsen and the Grocery Manufacturers Association revealed that top sales companies had over 50% less key accounts than those who were not as successful. This survey also suggested:
Winning sales companies had over 25% more dedicated sales resources
Almost 50% more meetings between top sales executives and top retailer executives
66% more customized customer research
33% more frequency in calls
133% efforts in raising level of customer service
These facts demonstrate that your sales force is your customer service. In many cases customer service is really more about sales support than customer service/support. This is why some companies have an inside sales support staff who through their sales skills support the outside sales professionals and the external clients.
Another factor to having a separate customer service department is fear. Companies fear that their sales professionals may have too strong of a relationship and want to have some control over that relationship. Embracing this fear factor only weakens the overall relationships between the customers, the sales professional and the organization.
Sales Coaching Tip: Drop customer service as a separate entity and provide the resources for your sales professionals to continue to expand their relationships with their clients. Technology can help you to accomplish this goal. Remember, the relationship is truly between your customer and that sales professional. Your goal is to keep that relationship strong.
Source:
Leanne Hoagland- Smith:
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Article Content: Customer Service Training
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us for a free consultation on how we can best service your
training needs.
