Customer Service Training Classes:
Our customer service class 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 classes 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 class customized
for you!
Class Objectives:
In our Exceptional Customer Service one-day
class
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:
Two Customer Service Courses Questions To Help Your Team Grow
You're already aware; I hope that each and every employee of your company is a "customer service representative," no matter what the job description says. Read this terrific customer-service story, and then consider the two customer service questions at the end.
"I ordered a child's learning laptop computer for my daughter Mallory for Christmas through Amazon.com," says Susan Barnes, a payroll manager at March FIRST in Chicago. "Shortly after Christmas, we discovered that the laptop had a defect. I contacted Amazon, and the customer service was amazing. The young man I dealt with, Brian was incredible. They did not have any in stock, nor did anyone else because the laptop was a hot item.
"Brian offered to credit my credit card immediately and send me a postage-paid container to return the damaged computer. I explained that this was all my daughter had asked Santa for, and she would be devastated if we just returned it. Brian gave me the option of waiting to see if they would be able to get another one. However, he warned that the distributor, Vetch, predicted it could be three months before a new one would be available. For the sake of my daughter's happiness, I said I was willing to wait.
"Brian gave me a phone number where I could reach him and said I could change my mind at anytime. In the meantime, he would contact me immediately if one became available.
"Two days later, Brian emailed that he had located a new laptop for Mallory. It would be shipped within a few days, along with a postage-paid container to return the damaged one. I was so surprised and impressed with Brian and his great customer service skills that I emailed him, commending his great skills and asking that my e-mail be forwarded to his manager. Later, his manager confirmed my message. The moral of this story is: There IS a Santa Claus!"
YOUR TWO CUSTOMER SERVICE QUESTIONS:
1. Do you motivate and empower your employees to provide top customer service like this?
2. Could you pose this customer's problem as an interview question, asking potential hires how they would handle it?
Source:
Patricia Fripp:
link
Article Content: Customer Service Courses
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
