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:
Taking The 'Mystery' Out Of Customer Service Courses
Excellence in customer service isn't a fairy tale and you can't find out by asking "Mirror, Mirror on the wall, who has the best customer service of all?"
Whether your business is a one person operation or a part of an international franchise, what you don't know about your customers' perception of your customer service can hurt you where it hurts most, your pocket. By putting yourself in your customers' shoes and testing your business, you might be surprised (pleasantly or not) by what you learn. If you can see your business as your customers do, you will be able to identify problems before they cost you sales.
Before you can measure customer service, you firstly have to define customer service in the terms of the "experience" you want your customers to have within your business. In its simplest form, customer service is any contact, whether active or passive, between a customer and a company, which causes a positive or negative perception by the customer.
Today's consumers are less forgiving and have become more demanding about the "experience" when patronizing establishments. Virtually all buying decisions are made with our hearts and not with our heads so have to ask yourself; how is my staff affecting my customers' experience?
There are probably many times when you have wanted to be a 'fly on the wall' while your staff interacts with your customers. We all want to see things from our customers' perspective. This is now possible!
VideoShopper, Ontario's first Video Intelligence Company has upgraded the age-old information gathering programs by using the very latest in hi-tech micro cameras and digital video recorders to capture the interaction between customer and employee. It can let you see and hear everything that is happening in your business as if you are sitting on your customer's shoulder.
Video Intelligence not only allows you to obtain a better customer perspective but is also used as an educational tool for employees. It will show you if your salesperson has learned a sales presentation properly and will help you identify areas in which your sales staff may need help. This new service is set to have a considerable impact on service based and retail businesses. Mr. Mark Adams, General Manager of a Toronto Canadian Tire stated "I see immeasurable value in using this as an assessment tool of my employees' interaction with our customers. It will also serve as a very high powered training tool for all of my other staff members."
Gone is the day where you have to read long reports from conventional information gathering companies on the activity within your business. Not only is it a unique tool that companies and business owners are embracing to evaluate their customer's experience, but it is also as an invaluable training aid for their staff.
For years professional athletes have used video training to analyze and evaluate performance. Giving staff the ability to self evaluate is critical to their personal success. Self-evaluation allows for immediate adjustments, empowering employees to improve customer satisfaction, service results and validating company training investments. Video training also transcends all cultural and general learning barriers, which is perfect for our multi-cultural society.
Ralph Waldo Emerson was quoted in saying "Society is always taken by surprise at any new example of common sense." Giving employees the tools to self improve is common sense, as it can focus them on the core component that drives customer service from the heart and not the head.
Video Mystery Shopping is a service that goes above and beyond what other conventional mystery shopping companies provide. It encompasses all the benefits of conventional written research with the following key advantages:
It is simple and easily actionable;
It captures body language, tone of voice and other subtleties, which can impact on a customers perception of your employees;
Video Intelligence evaluations bring home problem areas with more impact;
It is infinitely more useful in the training of new employees as examples of good service that can easily be incorporated into your best practice video;
Programs can evolve and change as your business needs change;
A well developed Video Intelligence programs will play an important role in auditing business procedures;
Management teams can learn a great deal about how your employees work;
Good performance can be reward;
Pinpoint areas that need improvement, and use the data gathered to develop an effective training program to ensure that each member of your team has the skills required to improve sales and customer service.
When competition is intense, you not only have to look after your customers but you have to take steps to make sure that your greatest customer service assets are being serviced too. It is critical to continually improve the emotional, physical and mental support you are supplying to the people serving your customers. Truly great leaders make people believe in themselves. Look after your staff and they will look after your customers.
Source:
Edward Petrie:
link
Article Content: Customer Service Courses
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us for a free consultation on how we can best service your
training needs.
