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:
The Ten Customer Service Commandments
I work as a healthcare provider at major hospital center. As hospitals compete for patients and business, customer service provided by the hospital staff comes to the forefront. My hospital takes customer service seriously. Now, new employees get a customer service agreement which lists hospital customer service priorities as part of the orientation process. I also get rated as a provider by my patients, which gives me insight about how I am doing with my personal customer service. As time has gone by, and I am looking to start my own private practice I have made my own customer service commandments which I want to share.
Location: Having a location that is accessible is one of the keys to customer service. A location with unobstructed parking and clean parking lot is important. Also, put up a large sign so people can notice the business from the road.
Have a business website: It is the 21st century so let us serve the 21st century folks; get a website! The first thing that most people do is "Google" the business name to see if it has a website and reviews. Your business website should have an introduction about your business, services provided, product listings, directions and if applicable ability to make appointments.
Appearance is everything: Make sure your business looks nice. This was part of the downfall of Walter Reed Army Hospital which was providing great care to its patients, but in a run-down place. Soon, it was assumed our wounded warriors were getting run-down care and now the place is slated to be closed down. Lesson learned: If the place looks nice people expect the service to be nice. Your place should be handicap accessible because it is the law, but also make it child friendly to show that you care.
Have a phone script: Having a phone script would prevent miscommunication with customers and provide guidance to your customer services employees. Give your customer service staff a phone script that describes how to answer the phone, how to greet customers, and answers to common questions.
Properly address your customers: I always introduce myself first and then go ahead and ask how the customer would like to be called. I address them with the name they tell me and if not, it is always safe to use the last name. Stay away from names like "Honey", "Sweetie" and "Buddy," which are absolutely unprofessional.
Set expectations: I do not raise my customer’s expectations; I actually strive to lower their expectations. I do not look forward to an upset customer due to unmet expectations because it makes you look like you cheated. Always better to be honest and talk about the limitations of your products and/or procedures.
Properly explain charges: Make sure your customers get an understandable and itemized bill that clearly explains the charges. Professional charges and materials should be itemized. If a product or a service that you provide is tax deductible, then list it so it can be easily deducted.
Under-promise then over-deliver: I love this rule because it provides good guidance when you are in a tough position. Works well for a customer that is already upset. For example: let us say the product that customer purchased usually takes 3 weeks to be ready. I would promise 4 weeks, then call the customer and surprise them with the early delivery.
Send a thank you or a phone call to your customers: Add that personal touch if possible. A thank you card or a phone call shows that you really value their business.
Continue to communicate with your customers: Get your customers' email address and target them with promotions and coupons. Let them refer their friends to your business.
So these are my ten customer service commandments. Follow them to reach the promised land.
Source:
Manoj Abraham:
link
Article Content: Customer Service Training
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