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 Training Experience
When we engage with prospects and clients what it really comes down to is the experience. We pay so much attention to the marketing, the website design, the brochures and yet, what about the actual customer service experience?
We hear and read stories about extraordinary, over the top customer service that explains how some companies grow to mega businesses. The amazing story of ZAPPOS or the over the top customer service and customer service experience at Disney, and we nod our heads because we have either experienced it or we nod our heads as a barrier thinking that this doesn't relate to our business.
Each business has a culture, a personality, a structure, a process, and a channel. How often do we review the interactions that any outsider would experience when encountering our companies? From initial contact to the collection call... every touch is a customer service experience.
This came alive for me as I am still relishing the amazing meal I had last week while in Tampa on business. Part of my time away I was evaluating our price structure, our service offerings and other aspects of our company as we move forward in 2010. Taking an evening break, I went to the famed steak house Bern's. I knew I would get a great meal and heard they had an outstanding wine collection so I was psyched to have a treat. What I had instead was a dining experience. A real dining experience that took nearly 5 hours.
Yes it was expensive and depending on the bottle of wine ordered or the country or origin for the caviar you might select you could control the amount of the total tab but once you are caught up in the customer service experience, well reason might just go out the window. The waiter was more like a guide than a salesman or waiter, his attentiveness to answer questions and offer assistance guiding you through a wine list that reads like the novel War & Peace, was helpful.
The wines ranged in price from $45 a bottle to $10,000 and up a bottle so there was plenty of room to satisfy anyone's pallet and pocket. There was no selling, no up grading, no promoting of side dishes. Instead there was an engaging conversation that allowed the waiter to uncover our particular tastes, appetite and of course spend level comfort zone and then he made some recommendations accordingly. He got to know us and therefore tailored his suggestions to meet our desires.
Beyond the table experience, we were offered and we took part in a tour of the kitchen and of course the wine cellar. The wine cellar holds one of the largest collections of wine in the world ranging from some of the more familiar to some of the rarest. Row after row, floor to ceiling we were guided toward some of the more interesting bottles.
Once the tour ended and our after dinner stroll through the kitchen and wine cellar we built up the desire to experience even more. So we were escorted to their desert room upstairs. Here there is a maze of private alcoves built out of wine casks, to sip exotic coffees, ports, sherries while experiencing the most decadent of deserts.
Five hours later, a bill that could have paid for a weekend vacation including airfare, we did not have a moment's regret. The customer service experience had been well thought out, orchestrated, rehearsed and perfected from beginning to end and all designed to take you from a good meal, priced accordingly to an customer service experience unlike any other you might have known and a price tag to match.
The receptionist, waiter, table staff, tour guides all of them knew the history and story of the restaurant and even after a long hard evening of work, each played their role with a sense of personal pride that conveyed that they knew that they were a part of something very special and wanted to share that with others.
I came to several conclusions after this customer service experience. First no matter how creative our designs and marketing strategies are, if our client's aren't creating an amazing customer service experience - well we might be able to get them in the door but it is up to them to keep them. If our client's don't have an amazing customer service experience with us then will they contract us for more, rave and promote us to their colleagues? And of course, what makes a customer service experience with us different from our competitors? How will prospects know that they have engaged with something very special and want our team to be a part of their team? What are we leaving to chance?
Time to think about the experience of doing business with your company. How do you make it so extraordinary that prospects can't wait to engage and customers can't think to negotiate price or shop elsewhere? We'd love to hear from you about what you are doing in your company and how you have experienced ours.
Source:
Mardy Sitzer
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Article Content: Customer Service Training
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us for a free consultation on how we can best service your
training needs.
