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:
Seven Customer Service Workshop Steps to Resolve Customer Complaints
Whichever way you look at it customer service a vital part of any business especially during tough economic times.
Customer service is much more than simply acting as the interface with the customer. If executed properly by skilled customer service staff it can be the key to increased profits, customer loyalty and retention.
One of the key customer service areas is something known as active listening. This includes behavior that demonstrates that the company is 'on the same page' as their customers.
We all want to be heard, but a good customer service representative is able to suppress this particular urge. Rather than spending their time formulating their thoughts and working out how they can present their opinions most effectively; they actively listen; This means that they are free to listen attentively whilst making appropriate noises and dropping words into the conversation to show that they are following the customer's train of thought.
7 steps to Resolving Complaints through customer service
In order to deal effectively with complaints you need to demonstrate your customer service skills and show you can resolve matters. In order to do this, follow these 7 steps.
Step 1. The first thing to do is apologize sincerely and without reservation. Tell the customer that you are taking responsibility and you intend to help the client reach an acceptable solution. The sooner the customer realizes that you are on their side the better
Step 2. Listening is key. Ask questions to gather as much information as you can, at the same time as showing the customer that you are genuinely interested in their problem. Be active in your listening, Make positive sounds to show that you are paying attention. Try to never interrupt.
Step 3. Active listeners often repeat key messages received back to the client, or person they are dealing with, to make sure that the essential points have been understood. Of course, that doesn't mean you have to agree with everything, but it does give you a framework for minimizing misunderstandings
Step 4. Find out what the customer wants. Often, they don't actually know what they want. In fact, they may just want an opportunity to vent their frustration. Don't make the mistake of looking for a solution too early, hear them out.
Step 5. Always empathize with the customer. That means that not only do you share their feelings that you really want to do something to change the situation. Never be defensive. If you are really experienced, it may be possible to calm someone by matching their tone and pace. Although be careful as this can be interpreted as anger towards the customer, so the safest thing is to remain calm at all times.
Step 6. You may need to investigate matters further, but first agree a timescale even if you are not able to resolve the situation there and then. Make sure you know what you have agreed to do and make sure you call back when you said you would, even if it’s simply to say the complaint will take longer to resolve than you originally thought
Step 7. If possible, it's preferable that any complaints be directed to a customer service department or customer service manager who will take responsibility this will allow you to take steps, preventing problems from reoccurring. Once resolved, think about whether you can actually go further than the customer expects. A complaint dealt with efficiently can actually improve customer loyalty.
Source:
Debra Stevens:
link
Article Content: Customer Service Workshop
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training needs.
