Customer Service Training Seminars:
Our customer service seminar 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 seminars 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.
Seminar Objectives:
In our Exceptional Customer Service one-day seminar
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:
Tools of Customer Service Seminars
In every facet of life, problems exist. But like in a bad western when the hero comes rushing in to save the fair damsel, tools also exist to help gun down those problems. Customer service is no exception.
Some of the customer service tools that we all know but may have forgotten because they are so common are important because they work. Many of these tools cost relatively little, with some requiring only an investment of time.
In fact, some of these may not even be thought to be tools. However, I would have to disagree. Anything that can raise the bar of customer service is indeed a tool.
Internal Tools:
- Mission statement - Do you know it? Is it still relevant? Often forgotten after being written, the mission statement can be a powerful tool to keep the company grounded.
- Turnover - Do you keep track of this key indicator? This is a fantastic yardstick for measuring the satisfaction/ loyalty of customer service employees and management. Remember, new hire recruitment and training is expensive along with the drop in performance that usually occurs during this process.
- Benefits - Is your benefit package comparable to your industry? Is it comparable to the local alternatives (not necessarily in your industry) where your customer service employees might also work?
- Leadership - Is your company leadership seen by customer service employees as visible or aloof?
Customer service employees: If your customer service employees aren't satisfied, your customers won't be, either. Here are some tools that may already be in your belt!
- Quality circles/Focus groups -- A wonderful way to solve problems while fostering employee ownership.
- Employee, management attitude surveys -- Done right, this is seen as a tremendous developmental tool for both customer service employees and management. Done badly, it can be disastrous.
- Employee suggestions -- Many companies use the number of employee suggestions as one of the best indicators of employee morale and the performance level of management.
Customers: How determined are you to get valid, objective feedback from your customers and to stay in tune with them?
- Feedback - 800 numbers, comment cards are all examples of customer feedback. What happens when you receive them? Immediate action is required.
- Customer surveys - When was the last time your company conducted a customer survey to find out their perceptions? Oh.
- Guarantees - Are your guarantees on a par with your competition? Are they better? Are they quick, painless and really customer friendly?
External:
- Outside consultants/Audits - When was the last time you really looked at the policies and procedures of your company? This is a great source of objective opinions and new perspectives. This should NOT be used only in crisis situations.
- Trade Periodicals- Do you subscribe and READ them? If you only get one idea per month between them all, that's 12 more than you would have gotten.
Conventions, Associations - Networking and chance to keep up with the latest and greatest news. Support for your trade associations is vital for each industry.
Source:
Dr. John T. Self:
link
Article Content: Customer Service Seminars
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us for a free consultation on how we can best service your
training needs.
