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 Need to Focus on Better Customer Service Training Workshops
The increasing emphasis on customer service is unrelenting and as a result is in danger of causing confusion. Unfortunately, customer service is measured by the customers' subjective experience of feeling served. This is normally coupled with a sterner measure of whether or not a product was delivered to specification. The biggest issue in customer service is the subjective opinion of the customers. What is a high quality customer service to one customer is not necessarily regarded as a high quality customer service to another. This means that customer service training is very much a hit and miss affair because each customer really needs to be dealt with individually and that is not always possible.
We want our staff to provide personal service yet, this in itself can create a challenge. Each time a customer is dealt with personally; there is more opportunity for surprise and confusion than ever before. Customers are not necessarily very predictable and have a habit of presenting problems that are unique to them. And our customer service person is expected to deal with all of them no matter what they are. This requires quick thinking as well as having a range of solutions ready to apply at any given time. Training customer service staff in this aspect of their work is yet another challenge because their ready-made solutions may not be applicable and they have to think on their feet.
When you look at it through the customers' eyes, you see a desire for less confusion and problem solving rather than the opposite. In this context, you could regard customer service as a willingness to absorb the customers' confusion and the provision of practical solutions. Seen in this light, the determination to be of service to a customer is a considerable commitment.
Customer service training poses specific problems as we work our way through the continuing emphasis on the provision of better customer service. All this is taking place against a background where there is a continual war for the consumer dollar.
It seems that the best way of training people in customer service is the promotion of concepts rather than training in specific tasks. The challenge is to provide the concepts which are easy to remember, understand and apply consistently. Getting the "buy-in" for the concepts is critical. One of the techniques that can be quite successful is the use of "brainstorming" and discussion to develop the concepts among the service staff. Prescribing concepts for them to operate under is counterproductive and normally fails.
Source:
Peter L. Mitchell:
link
Article Content: Customer Service Workshops
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us for a free consultation on how we can best service your
training needs.
