Customer Service Training Seminars:
Our customer service seminar 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 seminars 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.
Seminar Objectives:
In our Exceptional Customer Service one-day seminar
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 a Health and Safety Plan To Quality Customer Service Seminars
If you happen to be working in a customer service occupation such as a call center position then you will be required to sit at a desk and use a keyboard to access databases and carry out computer related work while also taking calls from customers. In some businesses this work can be fast paced and making time to take a break can sometimes be easily overlooked.
It is of course the responsibility of a customer service employee to take their assigned break but what happens when a fellow worker has called in sick leaving a gap in the workplace that places additional pressure on the remaining customer service staff members? Leaving your desk and telephone lines flashing with incoming calls while you are away drinking coffee certainly would not go down very well with an employer particularly if the reputation of a business is reliant on providing good customer service.
Many employers however now realize the importance of providing relief cover for customer service staff so they can have regular breaks or because they are away from the workplace through sickness or for various other reasons. They also realize that having customer service staff members on extended sick leave as a result of a workplace related injury not only places extra strain on existing customer service staff resources, but it can also have the effect of compromising a business’s customer service relationship with its clients through poor customer service delivery.
In my workplace we have a designated health and safety delegate who has the job of finding out through a 6 monthly survey if anyone has a disability of any sort or whether the resources they are using need to be replaced. In fact last year I mentioned my chair was uncomfortable and not supporting my back enough. Two days later an Occupational Health Consultant proficient in posture visited me in the workplace and within a week I had a brand new ergonomic comfortable chair to sit in all paid for by my employer.
Having an employer who is aware of their obligations with regard to the health and well-being of customer service staff is certainly helpful. However, if an employer is not proactive in ensuring customer service call center operators are free from harm through for example the poor positioning of a computer monitor or they have a defective chair that could exacerbate a sore back condition, then there is a real risk that customer service employee could end up taking valuable time off work with a sore back or neck.
In summary, the downside of having a poor health and safety program in the workplace is that customer service staff wellbeing could easily be overlooked in essence because having defective equipment and resources has the potential to cause all sorts of health problems from RSI, eye strain, sciatica, neck and back pain to name a few.
Source:
Brandon Walker:
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Article Content: Customer Service Seminars
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us for a free consultation on how we can best service your
training needs.
