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:
What Customers Really Want - Six Secrets of Customer Service Courses
The way in which we care for customers is expanding fast. Welcome to the exciting world of social media..
What customers really want can be divided into two areas. Firstly - they want the core service of your business to meet their needs.
If you say you're a plumber, then the customer expects you to fix their leaking pipe. If you say you're an accountant, then they expect you to resolve their tax details.
They also expect your product or service to represent value for money. If I buy an expensive pair of winter boots I expect them to keep out the cold and wet and also look good. Naturally if I were to buy a cheaper pair I wouldn't expect them to last as long.
Customers expect your after-sales customer service to be efficient. If my new winter boots start to leak when I wear them for the first time, then I expect the shop to replace them immediately.
However, none of this will make customers loyal or cause them to tell others how good your customer service is. They take this core customer service as a given. You wouldn't see me running around telling people that my new winter boots didn't leak.
However, none of this will make customers loyal or cause them to tell others how good you are. They take this core customer service as a given. You wouldn't see me running around telling people that my new winter boots didn't leak.
This is the Second and most important point:
What customers really - really - really want and what will make them loyal to your business and say wonderful things about you to other people are:
1. Warm and friendly responses by customer service representatives- When customers make contact with you face to face or over the telephone, they want a warm customer service friendly response. It can still be businesslike but you and your people need to look and sound - friendly and likeable.
(This may all sound like common sense to you but think about these factors the next time you're a customer and ask yourself if they're happening to you. Then ask yourself if your customers or clients are experiencing this from you and your people)
2. They want to feel important - They know that you have lots of other customers and clients but they just love it when you make them feel special.
3. They want to be listened to - Customers often get the impression that the person dealing with them is not really listening. You must keep working on your listening customer service skills. Keep good eye contact with people and concentrate on what they're saying. Keep an open mind and resist the temptation to jump in with an answer. It's also important to show that you're listening.
4. Someone to know their name - A person’s name is one of the sweetest sounds they'll ever hear. If you use a customer's name when you talk to them, it indicates that you recognize them as an individual. Don't use it too often as it can become irritating, but definitely at the start and the end of a conversation.
5. Flexibility - Customers hate to hear the word "No" or "it can't be done." It's not always possible to say, "Yes" to a customer or do exactly what they want; however, it is important to be as flexible as you can. Tell customers what you can do - not what you can't.
6. Recovery - When things go wrong, customers want you to solve their problems quickly. They don't want to hear excuses or who's to blame or why it happened, they just want it fixed fast.
Customers will often judge the quality of your customer service by the way you recover. They will even forgive your mistakes if you recover well.
Don't be afraid when something does go wrong; it's often a great opportunity to show customers just how great your customer service really is.
Overall, customers just want to feel good. They want to feel better after they've dealt with you or anyone in your business, than they did before. If you can create that feeling, then you're well on the way to giving customers what they really want.
Source:
Alan Fairweather:
link
Article Content: Customer Service Courses
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us for a free consultation on how we can best service your
training needs.
