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:
Social Media Marketing and the Link With Customer Service Workshops
Poor customer service stinks and is very dangerous and costly for businesses and brands. Prior to the advent of social media, the company that provided mediocre customer service and treated their clients with indifference could have gotten away with it and have little to minimum impact on their brand. Apart from the person affected, few people would know. Social marketing has changed this and the provider that fails to meet consumer customer service expectations not only damages their brand, but builds a bad name and online reputation for themselves.
In an age where information is quickly and easily disseminated, damage to a brand's reputation can have far-reaching and long-lasting repercussions. Social media is changing the way businesses think about customer service. The cost of poor customer service, once measured in terms of single consumers, can now have an immediate and far-reaching impact on companies both far and wide. The onus on each company in this business new environment is to play it safe by delivering stellar customer service and staying attuned to their customers. For the company that is new to social marketing and now coming to terms with the impact that it can have on their product or brand, improving customer service will certainly require them to get creative and innovative and move beyond their traditional scope and approach to reputation management and customer service. Companies will need to hire and re-train customer service staff in dealing with customers and addressing their issues. Customer service employees must know the brand in and out and know how to effectively resolve the needs of their clients.
Businesses must now embrace using social media to engage consumers where they are, YouTube, Facebook, LinkedIn or Twitter. This will be essential if they intend to keep their pulse on their customer's experience. For example, Cable and Wireless, the main telecoms service provider in my region has an amazing knack for getting under the skin of their customers. I know, I can write a book on my personal experiences with them! Now, unluckily for them, irate customers have taken to Twitter to rant about their experiences with a Twitter hastag. If Cable and Wireless was monitoring the feedback of their customers with social media, they could quickly and easily address concerns and bad press and save face.
Social media is not going anywhere. As such, any misstep made by companies with just one customer, can become a very public affair. Businesses will be well advised to strive for efficiency and quality service when dealing with their clients.
Source:
Carlana Charles:
link
Article Content: Customer Service Workshops
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us for a free consultation on how we can best service your
training needs.
