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.
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:
The Importance of Quick, Efficient Customer Service Training
I recently walked into a florist. Two staff members were busy behind the counter making floral arrangements. As I approached, both turned to serve me. In fact, in their eagerness, they almost had a tussle over who would serve me first.
This willingness to serve was very pleasing.
We can all tell stories of waiting at a counter while staff members continue their private conversations, seemingly ignoring our presence and importance.
I chose the flowers I wanted. They were quickly and nicely wrapped. I walked out the door a happy customer.
Poor customer service
Two doors down is another service business. A few months ago, I had a conversation with the owner, as they had an interesting sign in the window. It was hand written. It pleaded with customers to stop abusing the staff, as they could not take it any more.
Apparently, as new owners in an unfamiliar industry a number of problems had arisen, including the resignation of key staff.
Consequently, customer service levels had suffered. Some services were not being provided, often on a regular basis. The same customers had to keep complaining. Many were obviously becoming frustrated and upset.
Providing good customer service seems easy but, providing customer service is not always as easy as it looks.
The florist shop staff members made it look easy. They paid attention when customers walked in the door. They knew what they were doing. They did it well.
You need to know what good service is. You need to know what customers want. You need to tailor your business to suit. Courteous, attentive, well trained staff members make a big difference. Staff needs to be respected, supported and appreciated. They should not fear an approaching customer. They should be well trained in the art of customer service.
Good systems, combined with well trained staff, ensure that errors are reduced or eliminated. If there are no errors, there are no complaints. Customers are satisfied. Work is more rewarding for staff members when there is a high level of good customer service.
Summary and conclusion
Making customer service appear seamless is in fact quite hard. Often it is like the duck analogy - you can see the duck gliding smoothly across the lake, but you cannot see how hard it is paddling to get there.
Excellent customer service is achieved when staff members combine their good interpersonal skills with good product, policy and systems knowledge. It is also important that staff have good policies and systems to work with.
Personal reflection
Are you or your staff afraid to work on the counter?
Do you and your staff provide instant attention to customers?
Are you and your staff eager to serve?
Do your policies and systems support your staff, or do they make it hard to meet customer needs?
Source:
Derek Stockley:
link
Article Content: Customer Service Training
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us for a free consultation on how we can best service your
training needs.
