Customer Service Training Workshops:
Our customer service workshop 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 workshops 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.
Workshop Objectives:
In our Exceptional Customer Service one-day
workshop
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 Magic Bullet For Customer Service Training
In the event you have attended one of my presentations, watched a video, or read The Magic Bullet book you know I prefer to get to the point. This article is no exception. So if you’re not serious about improving service in your business, stop reading. Your time is your most valuable commodity. You can’t save time. You can’t put it away for a rainy day. You can’t withdraw more time when you need it. You can’t even get it back. The moment that passes now will never pass again. For you and me it’s never been later than it is right now!
As you’ll discover I’ve been at this a long time. After all these service experiences, the pressure has built up to such a point, that there are some things I must get off my chest. Will you be my therapist? Do you know what really bugs me! I’ve designed and implemented service programs in over 400 locations. I’ve done the same in five countries. There are a lot of miles on this body. I’ve discovered that some things change, but many things stay the same. As I write the foundation of our global economy, is threatened. The feeling of instability and insecurity is everywhere.
Once again, and as per usual, there is a re-awakening of the importance of improving customer service, echoing around the world. The service ‘gurus’ are out in full force, once again. Many have successfully completed the intense, three week training course at their respective organizations. Now they are out of the closet. Soon they will be espousing the virtues and benefits of improved service. These days, due in large part to economic circumstance, people are listening. Customer service ‘gurus’ are experiencing the thrill of a captive audience. When it comes to customer service, it appears everyone is looking for the magic bullet!
I’ve witnessed the customer service cycle before. I wish I hadn’t. I would be younger, but that’s the way it goes. A poor trade off, but I have no choice. I may as well be positive because positive or negative, I’m here anyway. So are you. Here is my question. Why does it always take a lousy economy to get people to focus on customer service? I don’t get it. The research completed, and the supportive data available today, makes an irrefutable case that service excellence is important in any market.
Something else bothers me. Customer service ‘gurus’ will rally the troops, focused on the benefits of improved service. I can see the gleam in their eyes now. The audience is excited about the possibilities. Then the lecture or workshop is over. Participants drive back with a new found feeling of enthusiasm. Some will hum or whistle a tune whilst others will sing along on the drive home. You know what else really bugs me? Thirty days later what will have changed? In the majority of cases absolutely nothing! More wasted time and lousier customer service. Are you feeling like my therapist yet?
In The Magic Bullet I focused on why ideas are rarely implemented. I believe most organizations have their priorities backwards. I believe the world is backwards, but that’s another story. I make this claim based on my experience, working with a variety of organizations. The inability to put thought into action and implement is the real problem. Organizations invest significant time, energy and money focused on skill tactics. I have written a number of programs on the same. These programs focused on skill tactics as well. There is no question that improved communication skills ultimately improve service. We’ll get into that later.
The lesson I learned is simple and profound. I’m sure you’ve heard of the 80/20 rule. To refresh your memory most people invest 80% of their time in those areas that bring a 20% reward and invest 20% of their time in areas that bring 80%. In my experience in the customer service arena it’s much close to 90-10. The sad truth is this reality applies to the majority of organizations. Here is what I’ve discovered. To implement service skills in your business you must first change your service attitude.
Source:
Allan Baylis:
link
Article Content: Customer Service Training
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