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:
Two Customer Service Seminar Steps To Continued Customer Service Success
Customer Service is one of the most important aspects of business, unfortunately, with the advent of the technological age; personal customer service has gone to the wayside. Many of the large businesses are outsourcing their service opportunities to third parties that have no interest and no incentive to provide quality customer service. In order to succeed in today’s competitive market; your business MUST stand out from the crowd. If you are a smaller business, many times, you cannot compete with the prices of the larger stores, so you must provide outstanding customer service as that is the factor that many big companies are lacking. If you are one of the larger stores, you may be able to compete with companies of the same size in terms of pricing but you have to have something different to offer, that is where your service opportunities come in.
Here are two easy steps to improve your Customer Service immediately, this can not only help you gain new customers, but retain the ones that you already have.
1) The Customer is NOT always right! That's right... it is not a typo. Customer Satisfaction is important and it is always best when you are able to say yes when possible but if it affects the integrity of your business, you should say no. If the issue is one in which the customer is at fault, you need to make a business decision whether or not to fix the problem.
Here are two examples:
Scenario 1: A Customer purchases a product from you and they say that the product was received broken, replace the product, no questions asked, that is the service that they are expecting and it is the right thing to do and will maintain the integrity of your business.
Scenario 2: A Customer purchases a product and attempts to return it stating that their child dropped it on the floor, it is now broken and they want a replacement. In this case, a judgment call is in order, start by determining the cost of the product, cost of replacement and the customer history with the company. Once you have reviewed those three factors, you have three options to choose from:
Replace the product free of charge
Advise that you are not able to replace the product due to the nature in which it was broken
Advise that you cannot replace the product free of charge, but you would be able to provide another at a discounted rate.
If you choose to replace the item either free of charge or at a reduced price, it is always a good idea to advise that this is an exception because you appreciate their business.
2) Customer Service starts from the inside out. Make sure that your employees are aware of your Customer Service policies and what your expectations are. Keep in mind that Customer Service should also be expected between co-workers and the expectation that you have for your customers applies internally as well.
Don't forget to lead by example! Not only should you treat your employees the way you expect your customers to be treated, you should also stand up for them. Just because they deal with customers all day does not mean they should have to tolerate abuse. Make it clear that if they are being verbally abused or berated by a customer, they should advise someone in management. Give your management personnel the ability to decide whether or not to ask the offending party to leave.
Implementing these two key points in your Customer Service program can help your business become even more successful and profitable than it already is.
Source:
Katrina Manikad:
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Article Content: Customer Service Seminar
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training needs.
