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 Three Faces of Customer Service Workshops
Good customer service can make or break your company.
After all, your profits directly come from your customers.
And the best way to keep the profit rolling in is to keep your customers coming back for more.
To ensure that your customers are 100 per cent satisfied with every experience you need to figure out a way to make every experience a good one.
Unfortunately, not every customer service experience is perfect. Often there are complaints to take care of or problems with the product, service or system that are unavoidable. Many times customers can call screaming, frustrated or upset and many times customers feel unsatisfied with the state of things.
It is your job to fix these problems and offer an incentive to ensure that even these bad experiences are transformed into good ones.
Need some ideas?
Read on to explore some of the situations that have personally made me a loyal customer.
One of my favorite electronics store always greets their customers with a smile, a friendly attitude and a promise to give you the product at a discount.
The simple "it's usually 50 dollars but I can give it to you at 45 for today only," is a sure-fire way to make a sale and keep the customer satisfied.
I am sure that the customer service sales rep gives all his customers the same deals, but it makes me feel special and this keeps me coming back time after time.
Even bad situations can be made good again with the right customer service.
Have you ever ordered take out and the staff has messed up your order? Well I have. My favorite take away restaurant once confused my order with another person's and gave me the corrected entire meal for FREE.
Although I had to wait an extra couple of minutes, the generosity was unexpected and 100 per cent appreciated. Now I go there at least once a week and they have yet to mess up again.
Similarly, even ugly situations can be taken care of effectively and efficiently with the right customer service approach.
How's this for an ugly situation: On a family vacation to Disneyland, we rented a four-door coupe to travel around California. However, when we arrived at the car rental shop, our four-door coupe was all sold out.
Flustered, upset and in a foreign state, the situation could have gone from bad to worse. However, the customer service representative upgraded us to a convertible for no extra charge and even threw in a free camera for the trouble.
Crisis averted and loyal customers convinced. It all comes down to good customer service, no matter what.
In each instance, the customer service sales rep went the extra mile for me and made my customer service experience a great one, even if the situations were less than ideal.
Running your business with customer service as your number one priority will ensure that your customers remain loyal, your company remains trusted and your business remains profitable.
Source:
George Raymond:
link
Article Content: Customer Service Workshops
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us for a free consultation on how we can best service your
training needs.
