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:
Customer Service Workshop: Three Steps to a Company Culture of Great Customer Service
In the business world today everybody touts their customer service as the "best". I have personally dealt with many such companies and have been disappointed with what passes for the best in customer service. We need to take a look at each of our own businesses and see what kind of service we are providing.
To make it in business today you are required to have good customer service. Merely offering this standard level of service will not set you apart, to stand out you have to do something exceptional. This is why I want to show you how to instill your organization with a culture of great customer service; customer service that raises the bar to the point that it can become your competitive advantage.
This level of service cannot be achieved with products, processes or services alone. It can only be done by people.
If we create a culture of great customer service in our businesses it well not only lead to more satisfied customers, but also to improved performance and customers that actively promote our business. In order to do that we must do three things-define our values, live our values and hire people with the same values.
What do you value? Why are you in business? If the answer is just to make a profit, stop reading now: I don't think this article will help. If the question stirs you or you can give an answer that is passionate and not canned, then read on. We, as business owners and managers, have to know why we do what we do. If we can define what we value, we can pass those values along to other people. When the Founding Fathers of the United States wanted independence from Great Britain, they spoke with great passion: they painted a picture of what that freedom and independence would do for their neighbors. They gave their neighbors hope. This inspired the birth of a nation.
Unless we absolutely hate our work we have a passion for what we do. Sometimes it just gets lost in the blur of business, processes and tasks. Take some time to think about this and answer the question: "how do I help people?" Answering this question will give you the renewed passion that you need to raise the bar of your organization's customer service. The answer has to do with helping others. Business is not about money, it is about serving people. People and relationships have value, not paper.
Once we have remembered how we help people, we will have a renewed passion. We can then communicate a benefit and not merely a feature that may be meaningless to our customers without the inferred benefit. A benefit is what people remember. A benefit is communicable and repeatable. The funny thing about a benefit is it must be delivered. It takes action to make it work. Once we determine how we help, we must then help. If we say that we provide clean offices-the feature of our product-people may or may not get excited about this. I personally am not excited by office cleaning. But if we say that we "keep your office professional" or we "keep your appearance spotless". This gets me much more excited. I want that kind of help. In addition to this, it gives you and your customer service staff purpose. I am depending on you to help protect my professional image. How clean my office is has a direct impact on my professional appearance. You make me look professional. It provides value to your client and to your customer service staff. Defining your value increases esteem and performance.
Finally, we must hire like-minded individuals. Going back to our example, if I have a passion to make others look professional, I take a great pride in my work. If I hire an customer service employee who does not care about the client's image or thinks that they only clean offices-a feature-they don't have much value or see much value in what they do. What is their motivation to provide a high level of service? There is none. I encourage you to put a high value on the people you hire. They are intrinsically valuable, let them know that. Show them how what they do benefits others. You have to teach them about the benefit of what they do. You have already defined it: share your passion with them. If they do not share your passion, they will only bring your business down. Not every job is inspiring before we think about the benefit it provides.
If we focus on the benefit of what we do, it inspires our organization to excel in serving the customer. Features do not sell products or inspire greatness. They are the result of seeking to provide a benefit. The benefit comes from our desire to serve. Define the value, live the value and hire those with similar values.
Source:
Brian Panichelle:
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Article Content: Customer Service Workshop
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training needs.
