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 Decline of Customer Service Class and Quality In America
A woman shops at a major superstore early in the morning, she notices a clearance rack of diapers marked down half off. She is thrilled at the amazing deal, but decides to return in the evening to buy what is left of the deal. Later she returns with a cart in tow and grabs the remaining diapers and proceeds to the checkout counter. The cashier notices the abundance of diapers saying "Don't you think you should save some for other people" The customer replies "I was here this morning and came back to buy what was left and this is what is left" She then turns around to a woman behind her who is carrying a small child and asks her if she would like some of the diapers, and the woman accepts and takes two packages. The customer then tells the cashier happily that she has two children that are still in diapers and this is a great offer and savings. The cashier then replies "Maybe you should have your tubes tied then!"
The customer without responding checked out, returned home and told her husband about the incident in which he called the manager and reported the cashier. The husband told the manager "My wife just there and bought the diapers on sale" the manager replied " Oh, I just noticed someone bought them, I am glad they are finally gone" The husband told the manager what the cashier had rudely said, the manager then offered to compensate the customer with a gift card for $100 in the mail. The husband refused the gift card and ended the call.
Is this the respect that we deserve as customers spending our hard earn money, rudeness? Incidents like this are happening all across America. Customer service is not what it used to be. A hello and thank you is non-existent anymore. Can I help you find something; is a rarity nowadays. What happen? When did our society become numb to the rudeness from people taking our money? Not less than 10 years ago a business would jump hoops for a prospective client or customer, and now as we dish our dollars for service or goods we also get a tongue lashing, a roll of the eyes or sometimes worse. Is it the people that businesses are hiring - uneducated people with no drive or desire to succeed with a chip on their shoulder who take jabs to make themselves feel better? When are we going to demand respect and stop shopping at these places that make us feel bad? When our businesses going to hire those who can perform their jobs and be happy about their positions and not just those who work for cheap?
Businesses need to do more research and mystery shopping on their own staff and make sure their customers are being treated the right way and not being told that "having two children is grounds for having your tubes tied". Just imagine the feeling that woman felt leaving that store, she will probably never return. The decline in good customer service is not something that is going to be fixed overnight. However, business owners should act fast and become their own "Undercover Boss" to find the problem area's quick before an issue like this happens at their place of business. Also, having customer service employees that relate directly with the public take a class on how to have excellent customer service is a great way to teach customer service employees just what is expected from them. There are several professionals offering classes around the world. Customer service is a major role in a successful business and once that is compromised than so is your business. Many business owners do not realize that such horror is even taking place until someone finally comes forward to complain and even then hardly much is done to the customer service employee. There are several victims of bad customer service today that will refuse to shop, buy or enter establishments that have victimized them.
It is time that customer service returned to its roots. If you are a business owner you should investigate your own customer service and see just how well your customers are being treated.
Source:
M. Reed:
link
Article Content: Customer Service Class
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