Customer Service Training Courses:
Our customer service course 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 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 in a customer service training course customized
for you!
Course Objectives:
In our Exceptional Customer Service one-day
course
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 Course:
True Customer Service: Are You Providing It Or Do You Just Think You Are?
You have an idea of what Customer Service means to you but let us all start at the same place on the subject of this article. Here is a definition of "Customer Service" provided by Wikipedia.
"Customer service is the provision of service to customers before, during and after a purchase."
How are you showing up for your customers who are within your organization and who you are serving with your "product"? Here are two examples of what recently happened in my world and these incidents caused me to review what my customer service quotient is.
Situation Number One: Chris took our orders for brunch. There was an order for Shrimp Omelet minus every ingredient the menu listed for this particular item but the shrimp, to further complicate the order spinach and Swiss cheese was added and egg whites please!!! The second order was once again for the Shrimp Omelet served just as it was listed on the menu minus the hollandaise sauce and of course egg whites..
Time passed for us...hungry customers...and Chris came with beverage refills and apologies. He had to explain to the cooks a few times exactly what was to go in the order...and when he delivered them, both items had to be sent back to the kitchen for touch ups. . Chris was jolly through the episode and apologized for the lack of flexibility in the kitchen though we could tell he still had a great rapport with the cooks and had not taken the cooks lack of communication personally.
Situation Number Two: The Customer Service Booth at a hardware store is the setting for this snippet.... The Customer Service person in the kiosk was not pleasant as she directed me to Aisle 22. To find some replacement fuses. When I got to the fuses they were locked up in a glass case... It took another 10 minutes of walking around the store and find an attendant who had the key and could open the glass. Twenty minutes later I get to leave the store on an errand that should have taken 5 minutes. Obviously, the Customer Service Rep was in the wrong job or she would have immediately paged someone to the case knowing the fuses were locked up!
What sets these two experiences so far apart? Attitude and Willingness to serve. Enjoying the situation and managing it or wishing the person would just disappear and not bother them. Where are you in this picture?
Do you stop to hear and see what others in your business are asking from you? Do you take the time to enjoy the process even though it may be very mundane? Are you really showing up with a willingness to serve others?
Take lessons from your life on a daily basis. Find the lessons on customer service and winning as you go about the simple things you do on a daily basis. Watch how and what you are providing those in your life! Truly are you serving in your business or do you just want to get the person to move on and not bother you?
How others feel after being touched by your attitude will make all the difference in your business. It is those seemingly small interactions that cause important attraction to your business and your product!! If you consciously choose to create true selfless customer service you will create a dynamic business from your interactions with others!
Source:
Carol Ann Wagner:
link
Article Content: Customer Service Course
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