Customer Service Training Programs:
Our customer service training
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 training
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.
Program Objectives:
In our Exceptional Customer Service one-day
training 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:
Customer Service Skills Training - The Secret to Developing Excellent Customer Service in Your Business
How do you know if you have done outstanding customer service? The answer to that question can only be answered by your customers since they are the ones who are directly affected by your services. Conduct research on the opinions of your customers about your company to know whether your customers are satisfied with your customer service or not.
There are companies that customers find easy to deal with and there are those which do not. Which kind of company is yours in the eyes of your customers? If your company is the former one, then your company is practicing what is called customer-focused behavior. However, if your company is included to the later one, then you must improve your customer service. To be regarded as a company which is easy to have business with, a company must know the customers' needs and expectations. Once you know their needs and expectations, act appropriately to meet their expectations to improve your customer service quality.
To achieve a good customer service, your company must have good representatives in the field. You need to train your customer service employees well since they are the ones who represent your company in the eyes of your customers. You need to train your customer service employees on how they should handle customers and respond to their inquiries. Tell your customer service employees that the phrase "I don't know" is illegal to be delivered to your customers, yet replace it with something like "I can get the information for you" and not to fail what they have promise. Teach your customer service employees to never reject what a customer requires even though what s/he require is beyond the customer service employee's knowledge or responsibility. When that happens, tell your customer service employees to direct the customer to the right person to answer his/her concern.
Customers need a feeling that the company's customer service employees have interests in their problems and have found every way possible to solve it. Therefore, never imply that the solution that your customer service employees offer is the only way and they have no choice but to accept it. Avoid the phrase "This is the only way" and use "The best option is..." instead. This phrase brings positive meaning that will meet customers' expectation for options and alternatives.
Enthusiastic customer service employees are also a positive point to your customers. Your customer service employees need to show that they enjoy their job and are ready to help whenever your customers need them. Do not show the faces which consider that customers are troubles, but greet them with best smiles and friendly words like "What can I do for you?" However, do not overdo the enthusiasm or it may feel fake to your customers.
Source:
Gretchen Gordon:
link
Article Content: Customer Service Skills Training
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Contact
us for a free consultation on how we can best service your
training needs.
