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:
Technology Can Enhance Sales and Customer Service Workshops
Back in the early/mid 1980’s I bought my first computer. I was amazed at what it could do. The technology allowed me to do a better job of keeping in touch with clients, managing information, producing superior graphics and more. I remember having a debate with someone about how computers and technology will make business and customer service better. He argued that it would just make things faster, not better. I said that faster was better. His concern was that it would “dehumanize” business. I said it wouldn’t and shouldn’t. It should just help. I still believe that today, more than twenty years later. The following is an excellent lesson in how to marry technology and customer service.
Not long ago I ordered my son a special piece of musical equipment from Sweetwater Music. I had heard about them, searched them out on the Internet and placed my order on-line. It was a simple and easy transaction. At one point I received an email from Ted Hunter, my Sweetwater customer service representative, confirming my order. While I never talked to him, my account was assigned to him. This was probably an automated response email – so I thought.
A couple of months later I went to Sweetwater’s website and ordered something that goes with the equipment that I bought for my son. Once again I received an email from Ted, confirming my order. Then, I received another email saying that I may have ordered the wrong equipment. Ted assumed that my latest purchase was to go with the original equipment I bought just two months earlier. If that was the case, I ordered the wrong thing. He was right, the order was corrected, and I was thankful for Ted’s attention to my order. Sweetwater has great customer service and now has me as a loyal customer.
I share this story because it is obvious that even when a company is doing Internet business, there is no substitute for the personal touch. It is so important to realize that technology can enhance customer service, but it is not a substitute.
Another example: I buy some of my airline tickets on-line. Recently one of my flights canceled several hours before departure. An American Airlines customer service representative called me (my phone number was on record) to tell me about the problem and rebooked me on a different flight. By calling me, she saved me the unpleasant surprise of finding out about the cancellation on my own, after I arrived at the airport. The woman explained that when they know about flight delays or cancellations far enough in advance, they try to contact their customers. They practice a great way to blend the technology of booking on-line with some personalized customer service.
Jim Coyte of UPAC Premium Finance has a great tagline on his emails: Old Fashioned Customer service / Leading-Edge Technology. Technology enables us to automate processes, make transactions smoother, give us more information – and more. But, it is no substitute for good old fashion customer service. Jim gets it and even brags about it.
So, never forget that technology can enhance customer service, but it can never replace it!
Source:
Shep Hyken:
link
Article Content: Customer Service Workshops
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
