Customer Service Training Courses:
Our customer service course 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 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 in a customer service training course customized
for you!
Course Objectives:
In our Exceptional Customer Service one-day
course
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:
Take it Up a Level - 3 Ways to Elevate Your Customer Service Course Standards
In these trying times, the idea of being able to cut costs and enhance customer service standards may seem like a pipe dream, but it just might be the kind of bargain opportunity you can't afford to ignore. To pinpoint what consumers find frustrating about customer service, and how negative or positive customer service experiences affect their attitudes and buying behavior, Right Now Technologies and its partner, Harris Interactive, polled more than 2,100 Americans. Based on the survey findings, here are three tips for better customer service:
Kindness counts. Eighty-seven percent of respondents who said they had a negative customer service encounter stopped doing business with the offending company or organization, up from 68 percent in 2006. That's sobering. But more than half of those surveyed said they often or always are "willing to pay more" for a better customer experience during a difficult economy like the one we're presently in. Yes, politeness, courtesy, and expediency are their own commodities. The way you treat customers is not only key to retaining business and netting discretionary dollars in a recessionary economy, but it positions a company to recover faster when hard times end and stories of customer satisfaction circulate via word of mouth.
Word travels fast. The Right Now/Harris survey found that more than eight in 10 customers who had a negative experience with a specific company were likely to tell their associates and friends. If that doesn't get your attention, consider this: Of those dissatisfied customers, almost 25 percent go so far as to blog about their experience, which then becomes a negative comment about your company for all the world to read. It proves the adage that bad news travels fast. On the other hand, excellent customer service standards, enhanced through "contact centers," can be a potent tool for generating sales leads and fielding feedback. Having pleasant customer service representatives in place increases the probability that customers will make a product purchase while receiving help.
Keep it live. Even with the growing popularity of social networking and mobile technology, customers still prefer to have their questions about products and services answered by live agents, either on the phone or through live Web-based chat sessions. This prevailing sentiment was registered not only by older consumers, but also by those in the critical 18- to 34-year-old age range. Choosing an effective medium for delivering your customer service can be as important as hiring the right people to answer customer inquiries. Whether your company has a handful of employees or a couple of hundred, Web-based customer service has the advantage of being adaptable to specific needs, from surveying customers about products, to highlighting positive experiences customers have had, to fostering a virtual dialogue in a way that feels more personal.
Source:
Ken Beaulieu:
link
Article Content: Customer Service Course
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us for a free consultation on how we can best service your
training needs.
