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:
What Do Customer Service Skills Mean to Your Customer?
If you ask any small business person if they give good customer service, you will get between 85 and 90% of them claiming that they give great customer service, in fact, they'll tell you they give the best customer service of all their competition in the industry. Well, I'm here to tell you that's mostly baloney. Let me tell you why, and let me explain how I came to this reality and FACT. I say fact because this is not perspective based thinking, it is what I know to be true from observations, experience, and my knowledge of the market place.
You see, before retirement I ran a franchise company and when we went into a new market we would survey the customers of our competitions locations. We would ask customers if they thought customer service was good in the establishment they just walked out of. They didn't know us from Adam, they didn't know if we were related to the business owner, if we were competition, or if we were just customers who wanted to know if the customer service was good there before we purchased anything.
What we found out is most customers were not happy with the businesses they shopped at, but rather they shopped at those businesses because there was no competition, or the competition was worse, thus, they had chosen the lesser of two evils, kind of like how we vote for politicians in America. This is a warning to all business owners. It doesn't matter what you think of your customer service, it matters what you are customer thinks of your customer service. And the reality is you need to bridge that gap.
The only way to do this is to survey your customers, perhaps using a third-party. Find out what they like and dislike, or get suggestions from your customers on how you can improve customer service. Now, it may burst your bubble to find out what your customers really think, but it will make you a better business person, that I guarantee.
Source:
Lance Winslow:
link
Article Content: Customer Service Skills
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us for a free consultation on how we can best service your
training needs.
