Customer Service Training Classes:
Our customer service class 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 classes 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 in a customer service training class customized
for you!
Class Objectives:
In our Exceptional Customer Service one-day
class
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:
Superior Customer Service Class - 5 Great Ideas
Ask any store manager and I'll bet he or she will tell you that they work hard to insure that their store provides good customer service. That's as it should be. But here's the problem: In today's competitive arena good customer service is simply not enough. It is not a point of differentiation because everybody expects it and rightfully so. It would be contrary to common sense to think that any merchant would not want to provide it. Here are five ideas to elevate good to great:
Make sure your entire staff knows what you expect and what you want. I know, this seems like an elementary point, but you'll be surprised the number of stores that I work with in which the staff had no clear understanding of what was expected of them in the customer interface process.
Schedule regular meetings to insure that everybody stays on the same page. Often a manager will have a single meeting and think that a point is covered. Repetition and redundancy are great teaching vehicles. When a person hears a message once it is often forgotten. Repeated enough, however the message becomes engrained in their thoughts and manifested in their actions.
Recognize and reward superior customer service. People are motivated by a number of things, not the least of which is recognition. When you see one of your customer service employees providing superior service let that customer service employee know that you appreciate the extra effort. It is also good to recognize this person in front of her fellow customer service employees.
Ask for input from your customer service employees. Those working the front lines can often recognize improvements that can be made to your customer interface. Ask for and welcome ideas from this most important source.
Develop a report card on which you regularly grade your store's performance on customer service issues. This is another area that it pays to include your customer service employees. The report card should include things that are common in your industry and things that are unique to your store. Remember good grades on the common things is simply not enough because good grades on common issues will not differentiate your store.
Remember that in order to separate your store from the many choices that your customers have, you will have to differentiate. Good customer service does not differentiate--great customer service does!
Source:
Philip H. Mitchell:
link
Article Content: Customer Service Class
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us for a free consultation on how we can best service your
training needs.
