Customer Service Training Seminars:
Our customer service seminar 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 seminars 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.
Seminar Objectives:
In our Exceptional Customer Service one-day seminar
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:
Start to Finish Customer Service Seminar
Customer Service Philosophy
At the core you need to have a philosophy around what customer service actually is, and how it is executed daily through your people, processes, and technology.
Have a customer-service philosophy in place. This becomes the corporate cultural ethic and everyone knows they play a key role in making it a reality.
Create a service-oriented culture where everyone recognizes they work for the customer; their customer service job is to ensure ultimate satisfaction and loyalty of the customer.
People
Your people need to have the skills and knowledge to provide excellent service. Are you committed to and executing continuous learning & growth?
Skill based training (technical and soft skills)
Empower your customer service employees to make decisions related to customers on the spot.
Trade customer service jobs.
Get and use customer service employee ideas.
Coach
Processes
Your processes need to be defined, formal and consider the customer to reduce barriers.
Have formal processes, standards & guidelines in place (I.e., workflow documentation) to help people execute your philosophy.
Put "policies" in writing. "Policy" should be a word that is only used internally, as it becomes a barrier to service when used with external customers. Policies are required, however they need to be used as guidelines, with customer service staff empowered to make discretionary exceptions if and when the need arises.
Design flexibility into "policies".
Know your competition and compete on benefits, not on products or prices.
Examine all processes. Reduce any unnecessary steps that create barriers to the customer being served with convenience and quality.
Develop a loyalty program and culture.
Develop a service program for your customers and market it.
Move from customer satisfaction to loyalty - satisfied customers will leave, loyal customers are yours for life. Reward customer loyalty.
Know the cost of losing a customer and share it with all customer service staff.
Create "wow" strategies - use high touch methods.
Know your customer defection rates and the reasons/patterns.
Technology
Your technology needs to enable customer service staff to do business with customers efficiently and effectively AND enable your customers to do business with you in an easy way.
Performance
Your performance requires you to have some kind of measure in place to ensure that people, processes, and technology are supporting and furthering your philosophy.
Are you measuring the right things, or are you measuring everything? Are the performance measures for your people creating the right behaviors? Consider these two examples:
1. You operate a contact centre and want to measure first-point call resolution, but the statistics you generate on your people are all quantitative. You are telling them how many calls they are answering, not answering, and how long each call is taking. This measure will contradict your desired service outcome, as agents will be driven to answer more calls and reduce the average handling time.
2. You are in retail and you have set performance quotas based on sales alone. Inadvertently, you may be sending a message to "make the sale", versus ensuring the product being sold actually meets the need of the customer.
Customers will come into contact and experience each one of these foundations to your business. It is important to ensure there is a flow between your philosophy, people, processes, technology, and performance. HOW you do business can set you apart from your competitors. Is your business a well-oiled machine or are there areas where you are breaking down? What are important first steps to take, and in which of the above areas should you concentrate efforts first? Create and execute a plan. Remember, the best businesses ask, answer, and execute both the WHAT and HOW of their business. Do you?
Source:
Jayne Kowal:
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Article Content: Customer Service Seminar
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