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:
Top 10 Customer Service Training Issues That May Cost You Loyal Customers
Did you ever think that being a loyal customer is really a challenge? As a loyal customer, have you ever noticed a problem with customer service or specific employees' behaviors? Did you bring that problem to management's attention? Did you receive an apology by the manager? Were you assured that problem would not happen again and to please come back?
For me, I have experienced this numerous times especially when it comes to food service from restaurants to grocery stores whether it is employees not washing their hands to chewing gum. Now some may think chewing gum is no big deal. However, think about it for a moment. Many who chew gum have a tendency to mix the moisture from the chewing with their outward breathing creating fluid (spit) that can settle on the food.
Locally, there are several full service grocery stores where it appears that one of the criteria to be hired is to chew gum like a cow chewing its cud. Actually having worked around cows on my grandparent's farm, the cows actually chewed quieter and with greater manners. This past weekend in my travels I had to go to one of these grocery stores. And wouldn't you know it, I was checked out by a young lady who was in competition with the local dairy farm as to her chewing abilities. Not a pleasant sight!
What was really interesting to note is that I did call the store and spoke politely to the manager. He apologized several times and I accepted his apologies. Additionally, he shared with me that chewing gum was not allowed as it was written in both the employees' handbook and the union contract. Unfortunately, the 3 additional customer service employees I counted on my way out of the store who were also chewing gum appeared to share the same disrespect to customer service policies and customers.
This was not the first time that I had alerted management at this store about this rude employee behavior. Actually, this most recent call was my third one. Each time I have been told it will be taken care of and it still is a long term problem. What happens in the short term the problem is solved, but the solution is not sustainable so the poor behavior reappears.
On my way home, I started to think about customer services and those behaviors or issues that really bother me as a customer. So here are my top 10.
Calling customer service and receiving an automated message
Calling customer service and feeling you are doing higher mathematics with Touch 3 to speak about a problem to Touch 4 to speak for a customer service representative
Calling customer service and speaking with someone whose first language is not English
Having to repeat yourself 3 to 4 times to the customer service person who is not listening
Calling your salesperson and receiving the run around specific to delivery dates
Calling your salesperson and receiving the run around about orders that were incorrect
Receiving no satisfaction as to broken delivery promises to fouled up orders including being transferred among numerous representatives and feeling like a ping pong ball
Chewing gum when being served regardless of the type of business
Being called Sweetie or Honey by someone who is younger than you are
Having to hunt down a customer service representative
Did you know it costs 7 to 20 times more to acquire each new customer than to maintain a current loyal customer? A reasonable person would think that management would do everything possible to keep their customers happy. Yet unfortunately this is not the case. So when you hear someone stating It's the economy stupid" and blaming it for their poor business, you may wish to print out this article and hand it to them.
Source:
Leanne Hoagland-Smith:
link
Article Content: Customer Service Training
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us for a free consultation on how we can best service your
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