Customer Service Training Workshops:
Our customer service workshop 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 workshops 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.
Workshop Objectives:
In our Exceptional Customer Service one-day
workshop
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:
The Bad Customer Service Workshop
I hate bad customer service. I really do. Especially after spending a lot of money for a product or service. Customers deserve quality service at all times. After all, it's us who keep companies in business! Now that might sound cheesy, but it's the truth. Some companies recognize this and do a remarkable job at providing good customer service. But there are still many companies that don't give customer service. Over the past several years, a few annoying customer service trends have developed. In this customer service article, we'll talk about a few of the customer service trends that have gotta go.
The blind transfer
Have you ever broken a bone? Or had a similar injury? Remember what it was like to re-tell your story over and over again? You may have been excited to tell the first few people, but by the time that cast was ready to come off your story had probably been reduced to a few mumbled sentences.
It's just as bad with customer service. One of the most common complaints about telephone support centers is being transferred time after time. It's the worst! Nobody can solve your issue and they don't know who can. So there you go, from employee to employee like a pinball, explaining your situation to each and every person. Computer and software companies are well-known for this issue. I have personally spent hours in situations like this without getting anywhere.
The foreign call center
Okay, before you go sounding the racial alarms, let me explain. I don't have anything against countries different from my own. I enjoy other cultures, love to travel, and am fascinated with foreign languages. However, when I need help with an issue requiring good communication, I get frustrated when a company has outsourced their support calls to personnel who have a hard time speaking my language.
Because of the cheaper cost, this trend has become extremely popular. Many people get frustrated by this issue and will avoid companies that outsource their calls.
The defensive employee
Things go wrong. If a company can reasonably solve an issue, especially if it's their fault, they should. Customers expect the company to take responsibility and fix the problem. Nothing is more aggravating than employees who become defensive and justify their actions.
Not long ago, I called a company about an order that had shipped with the wrong items. I explained the situation and the employee paused for a long moment. I was sure he was about to apologize and offer to re-ship the order. But he didn't. He said, "I'm sorry, but we shipped what you ordered. There's nothing I can do." I couldn't believe it! I was so upset I didn't know what to say. I ended up calling back again and talked to a different employee who was much more helpful. But the experience has left a bad taste in my mouth and I don't shop with them anymore.
The incapable employee
What's the point of a customer service agent if they aren't allowed to fix problems? Customers expect to be able to return and exchange items, edit orders, and other simple tasks. The last thing they want to hear is, "I'm sorry, I can't do that." If employees are in a position where they are presented with customer service issues, they should be allowed to solve customer service issues.
Source:
Robert Meyers:
link
Article Content: Customer Service Workshop
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us for a free consultation on how we can best service your
training needs.
