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:
Thoughtful, Value-Added Customer Service Course
In today's economy price may be king, but value for the money someone is willing to spend is like the crown on the king's head! Your company may provide a service or product that is priced right and fills a need or want for that customer, but what can you do to make sure that you are more than a better price? That you become so valuable to your customers that you are like the air they breathe or the water they drink? You can provide thoughtful, value added customer service. You can provide your service or product, and then some extra care in customer service.
Adding extra customer service doesn't have to be an expense or a cheap gimmick, but rather a thoughtful extra that lets your customer know you value them and their business.
How can I get my customer service employees to adopt a thoughtful, value added customer service attitude?
1. Model Customer Service- Customer service employees observe team leaders, supervisors, managers and executives to see if customer service initiatives and themes are the "flavor of the month" or a way of life. Leadership needs to take the initiative in changing behavior.
2. Customer Service Training - The younger your customer service employees are, the more they will need to be taught what to say, how to say it and to practice those new people skills to master them.
3. Evaluate Customer Service - Use a third party to evaluate customer experience and share those results with your team each month. The best evaluation system provides documentation and coaching for individuals along with team statistics.
4. Reward - Brainstorm with your team on what types of rewards they want. Some are motivated with public recognition while others prefer a personal thank you or money. Provide a coupon for an hour off or provide a front parking spot to reward your team without spending cash.
Remember: People seldom remember what you do, but they always remember how you made them feel.
Source:
Lori Miller:
link
Article Content: Customer Service Course
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Contact
us for a free consultation on how we can best service your
training needs.
