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 Program:
Simple Techniques For Measuring Customer Service
Customer service is the perceived performance through the eyes of your customers. Customers are satisfied when their expectations have been met or exceeded over the lifetime of a product or service. When customers are satisfied you are rewarded with company loyalty, referrals and repeat business. The goal of measuring customer service is to understand specifically what, in your customers' eyes, you are doing well and where you need to improve in order to better support them. This article provides tips for measuring and reporting customer service.
There is little use in implementing a customer service survey if the questions are too general or designed in a manner in which your organization knows there is a quality issue, but cannot pinpoint where. The techniques outlined below, if implemented properly, can greatly enhance your performance management initiative. For most organizations, the difficulty is understanding how to quantify, measure, and track customer service. Without a clear and accurate sense of what needs to be measured and how to collect, analyze, and use the data as a strategic weapon to drive business, your organization cannot be effective in today's competitive market.
The following are things to consider when implementing your customer service solution:
Because satisfied customers are a subjective, it will take a little time and require sampling and statistical analysis to truly understand your customers.
Measuring whether you are meeting customer expectations must be undertaken with an understanding of the gap between actual performance and perceived performance.
Identify connections between satisfied customers and bottom-line results.
Satisfaction can take on may meanings:
Are your customers satisfied with your products and services?
Is the customer satisfied with the ongoing business relationship?
How well did your product or service meet or exceed customer expectations
Depending on your specific product or service offering, satisfaction may take on different meaning. The variables in measuring satisfaction of customers will differ depending on how your organization defines satisfaction. For example, in the manufacturing industry delivery times and specification are very important, so measuring the satisfaction of suppliers should focus on these variables. Customer support callers typically like the phone to be answered quickly and to have the problem resolved on initial contact, therefore time to answer and first call resolution would be valuable measures to understand customer service. Applying this technique can help any company identify opportunities for product and service innovation and serve as the basis for performance appraisal and reward systems. It can also serve as the basis for a customer service surveying program that can ensure that quality improvement efforts are properly focused on issues that are most important to the customer.
There are three elements of Total Customer service: Customer service, Employee Satisfaction, Effective Analysis.
Customer service
Strengthen key customer relationships
Define customer expectations
Link customer to results
Provide customers with superior support, effective technology and simple processes
Employee Satisfaction
Enhance workforce productivity, retention and satisfaction
Reduce turnover, recruiting, and training costs
Anticipate and respond to workforce issues before they escalate
Enable more effective rewards and recognition
Effective Analysis
Review customer input
Identify Issues
Clarify issues with customers
Develop strategy to eliminate problems
Execute plan
Lifecycle Customer service entails viewing customer service from both employee and customer perspectives. Often times, understanding employee issues and employee satisfaction can bridge the gap in customer service. For example, in systems where employees struggle through complex processes, delays in customer support and service ultimately results, which in turn leads to customer dissatisfaction. Addressing the employees' needs for a simpler process with less manual steps in turn improves customer service and leads to more satisfied customers.
Source:
Victor Holman:
link
Article Content: Customer Service Training Program
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us for a free consultation on how we can best service your
training needs.
