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:
Customer Service Training Seminar: What Is Customer Service?
Customer service can be a number of things, but it all deals with interactions with the customer before, during, and after the process of purchasing some sort of good or service. Customer service can be seen as the overall relationship between the company and the customer during the process in which they interact with one another as the business is striving to provide the best experience possible for the customer. There are many things that can be done to promote great customer service and doing so could be a major help to your company in the long run. Keeping your customer happy and satisfied is a main goal of customer service. You want them to walk away from any dealings with your company feeling as if they have been treated supremely well and are satisfied with everything that has gone on throughout the purchasing process and even extends to after the purchase. There are many parts that involve customer service, but anytime a representative of a company is dealing in some way, shape, or form with a customer it can be seen as customer service. Keeping a good and positive customer service is important so that your customers will walk away from their experience with your company happy and willing to do business again.
If you are in charge of a retail store chain there are many ways that customer service can affect your customers, employees, you, and the whole chain in general. Any time one of your employees is interacting in some way with a customer they are representing you and your company. If just one employee acts inappropriately or does not treat your customer with the utmost respect and pleasureful greeting it could ruin their whole experience in your store and they may never come back again. It only takes one to ruin a brand name and if you do not have trained employees who can and are able to take care of customers in a satisfactory way it could be spelling out disaster for you and your company over time. Taking care of customers is one of the most important goals of companies. It probably should be the universal rule number one for any company, but we cannot control that. If you truly want to provide high quality service and create strong brand loyalty and trust then you are going to need good customer service at every level of your company.
Having a company list of goals and ideals is important so that your employees know the goals of what they are supposed to be doing. Proper education and training are great ways that you can make sure that customer service is a goal for all employees to strive for. If they do not think about the things they do and implications it could have on their jobs and customers then they may do all kinds of things that could be hurting your company without them ever really thinking about the negative consequences that certain actions could be having. If you are a manager or owner installing customer service goals and ideals could be a beneficial tactic. Helping the people who work under you understand the importance that there is in every dealing with even the most unruly customers is vital to your success. If they are not oriented to taking care of the customers the right way they could be killing your business and pushing away customers without even knowing it. Some people may understand how to take care of customers right off the bat while others may not quit get the ideals of it down. They could be doing things that may seem inappropriate or disturbing to some customers while they feel it is completely normal an ok. There are so many ways that you can offend or anger someone just by acting your normal self and this can be greatly multiplied when you are working for a company and dealing with customers. There are many different ways that you could handle certain situations that come up, but often there are many more ways that you can make the situation a lot worse without even knowing or trying to.
Set goals for your employees. All companies should have some sort of mission statement and quality goals. There should be some sort of guidelines for what every employee should shot for and they should be well known by all employees working there. Customer care and service should be one of the top priorities of the company if you hope to do well over time. Keeping your customers happy and satisfied is a hard goal and you may not be able to please every single person that comes into your store over time, but you will please a lot less people if it is not your goal to provide the best customer service out there. Making employees aware of the importance of customer service can greatly help this as employees are more likely to think of what they are doing if they are aware of the impacts that it could have as well as being aware of how interactions even if not directly with customers can have a much greater impact.
What is customer service? Customer service is any interaction that a customer or potential customer may have with your company in any way. From store visits to phone calls any time the customer is dealing with your company it is customer service. There are many goals and ideals on how to deal with customers, but most notably it has to deal with the way that the customers come away from the whole experience in dealing with your company. Did you meet their expectations? Did you super cede them? Were they satisfied? Will they come back? How could you have made their dealings with the company better? These are all things that customer service deals with. Its goal is to make every customer happy so that they may not walk away with a bunch of things, but are at least walking away satisfied that they did business with a good company that is geared to taking care of its customers.
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