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:
The Customer Service Class Attitude
It is easy to state that everyone interacting with customers should be thinking of customer service and acting prompt, polite and nice. But what does that mean? In one sentence, we could characterize this as treating our customers as we would want to be treated. Going a little farther, here are a few components of a great customer service attitude to improve the interactions between customer service employees and customers.
Use a pleasant tone in person and over the phone. Gestures and tone can convey more than the actual words used, and over the telephone gestures cannot be seen, so tone is even more important. Customers can identify the mood you are in by your tone, which can consist of your pace, volume, inflection, intensity and attitude. Notice how none of these have anything to do with the actual words you may be saying. Adjusting your pace to that of the customer and adjusting your volume to ensure the message is heard assist in communication and will present a more favorable response within the customer. Maintaining a positive attitude and using inflection and intensity in your voice can also help you "connect" with the customer and stand out as giving superior service. Remember, service is often measure by how the customer perceives the entire experience. Pleasurable communication with those waiting on you heightens the experience. Above all, smile as you communicate. Even over the phone, a smile does wonders.
Like your tone, gestures play a part in your communication, and thus your success with customers. How do you feel when you walk into a place of business and those working there fail to even look up and acknowledge your presence or greet you? Without saying a word, they have conveyed a message to you, and not a very positive one. Have you ever stood waiting while two customer service employees continued on gossiping or discussing personal matters, seemingly not caring whether you did business there or not? How did that make you feel? Actions speak louder than words, and if you act badly, customers will remember it. Customer service employees should be taught to treat every customer like the boss. Would you stand around gossiping if the boss walked in and wanted something? Would you be disrespectful to your boss? If your boss was on the phone, would you put him on hold to take another call, especially a personal one? Without customers, there would not be any jobs, and in that light, the customer really is more important than the boss and should be treated as such.
We have addressed tone and actions as important ingredients to successful customer service communication, but what about the actual words you say. Naturally you will not use foul language or belittle customers. However, many people politely and innocently use language that detracts from a positive experience. What is the difference you feel when someone tells you, "I can't," "I won't," or "I shouldn't," as opposed to someone saying, "Let's see what we can do." Which focuses on solving the problem? Which makes you feel more positive? Which would you rather hear, "I don't think we can do this," or, "This is what we can do." Substitute the positive rather than focusing on the negative for greater customer service.
Finally, do what you promise. If you do not follow-up and do what you promise, you will be remembered for poor customer service. For a company to succeed, everyone must be accountable for their promises. Even if you cannot provide the final solution, you can follow-up to make sure no one has dropped the ball. Lack of follow-up gives the customer the impression that you do not care if his problem is fixed or not. The customer will consider you irresponsible and ungrateful for his business. People give their money to businesses and companies that make them feel good about spending their money. Never forget this. Customers have many choices, and they will spend money where people appreciate their business. The company that has a continuous commitment to provide outstanding customer service that is evident by the words, attitudes, and actions of everyone employed there will stand out above the competitors in the essential area of customer service.
Source:
Alain Burrese:
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Article Content: Customer Service Class
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us for a free consultation on how we can best service your
training needs.
