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 Do's of Customer Service Workshops
Many businesses today are lacking something very important. In fact, it's the number one thing that keeps customers coming back again and again: Quality customer service.
Because you work from home, you're probably a one woman show. Your "customer service department" is you and you, alone. So it makes sense that you would want to do whatever you can to improve the customer service you give to your customers.
Here are seven Do's to keep in mind when it comes to offering your customers the best possible customer service.
DO be kind, even when you're having a bad day. Your customers don't care if you've just had a fight with your husband; your kids have been driving you crazy all day or, your hair dresser cut your hair too short. That may sound harsh, but customers just want their products. And, frankly, they don't want to deal with extra "attitude" or disrespect from you. So, even if your dog just dug up your flower bed, don't let your anger or frustration affect how you treat your customers.
DO answer your phone, or at least call back within a few hours. Over the past several years, we have certainly gotten used to leaving messages on answering machines. But how refreshing when someone actually answers the telephone! Whenever possible, pick up that phone. And if you're not able, at least return the call within a few hours. Promptly returning phone calls tells the customer they are important to you. And that speaks volumes.
DO keep your promises. Customers appreciate honesty, even if it's a bit disappointing. Don't promise to deliver an order on a day when you have a dozen other things to do and there's a chance you won't get to it. Being thought of as untrustworthy and unreliable is not something that will keep your customers coming back.
DO give great customers great deals! While a special discount is a great way to encourage a first-time customer, offering regular deals to your faithful customers will not only make them feel appreciated, it will keep them knocking on your door. Hold an occasional customer appreciation sale, and throw in extra products, discounts for returning customers and show them you know what customer service is all about.
DO Deliver! Whenever possible, try to deliver your customer's products to their door. This makes it easier for them, which is true customer service. If you are unable to deliver and must have customers pick up their orders, offer a small gift (maybe an extra product or a coupon) for their time and the gas it cost to make the drive over.
DO Follow-up customer service. After a customer receives an order, follow up with a personal phone call to make sure she is satisfied with her purchase. If she's not, do what you can to make it right. But, hopefully, you'll find most people are happy with their products and will appreciate the fact that you cared enough to take the time to check.
DO restrain when customers complain. When you get a customer who complains about a product or the service, refrain from lashing out, snapping back, or getting defensive. Responding in anger only fuels the situation and causes more stress and bad feelings. Take a deep breath and respond calmly and with kindness to diffuse the customer's irritation and make things right by showing you care and giving great customer service. Even if you believe the customer is wrong, bite back your pride and say you're sorry that she is dissatisfied.
By treating your customers with respect and kindness, you're letting them know that genuine old-fashioned customer service still exists in today's hurried world.
Source:
Lynn Powers:
link
Article Content: Customer Service Workshops
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
