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:
Why Businesses Fail - Customer Service Course Lesson 1
The only way a business in our current century will ever last is if they put the customer as their number one goal. Each year there are so many new businesses popping up and most people wonder why over 95% of them will not make it past their first year. Originally I was just going to write a one page summary of what a business needs in order to survive but there is no way I can sum all of this up in only one page.
The ultimate online experience would be if you order a product and as soon as you've made payment you will get either one comprehensive email or possibly two. The first part would be a transaction receipt. The second part would be just a simple thank you. In the famous book by Dale Carnegie he states that by just using the simple phrase "Thank You" you can go so much further in life. If we look at books by people like Napoleon Hill it tells us to always thank the man upstairs for all of life’s gifts.
Now if you bought hard goods then it would be ideal if the item was shipped using a service that provides tracking and the company should email you that tracking number. If you signed up for an online membership the ideal situation would be if the company had a routine that would automatically generate a username and password for you and email this information to you. Otherwise, you can always have a person that performs this job function and sends off the information to you. The person should do this probably at least twice per day.
If the company has a website then a forum where customers can interact would be a great addition. I have seen so many companies that fail to have a forum and a lot more that if my job were to give them ratings on their customer service their ratings would most likely be a low numeral like 0.
Now I am not being a sour puss regarding customer service because I have seen some companies that would get an A from me. Tiger direct has almost perfect customer service plus they have an automated system in place that sends the customer a receipt, a thank you letter, and updates for the customer. I hear Fed-Ex has some great customer service and I will give credit to places like Starbuck's.
In the online world there is still a lot of room for improvement. I am not saying that customer service is good in the online world but I have seen several marketers who are exceptional in customer service. People like Willie Crawford, Ed Thorpe, James Maduk, and so on but these guys are not the 20 year old marketers you so often hear about. The young marketers have a whole lot to learn regarding customer service. Mark Joyner came up with the theme many years ago telling people they could make money in their underwear and only have to check their emails once a day on the computer to see how many new orders they have.
Corey Rudl, may he rest in peace, is one of the only young marketers that had a great customer service. If you ordered a product from him a year ago and all of a sudden he has come out with a new product that replaces the product you bought you could just call him on the phone and get a low cost upgrade. Plus when you did call you gave him your email address and he had a file on you that he would pull up.
In the computer wholesale industry, I was known as a person who had a lot of information about who his customers were. I used to save this information in a CRM application called Goldmine. I remember once knowing about a concert that was happening in south Florida and calling my customers in south Florida because I had arranged back stage tickets for each of them. One customer, David, called me after the concert and said "Solochek, I wasn't even a fan of this guy until I went to that concert, I owe you big time".
Recently I did some back end work plus customer service for one of these young marketers Jason Cox. The product he was selling, a product that was supposed to build perfect sites, had 25% of paying customers seeking a refund. Whatever you sell, if your returns are over 5% then you need to look at the product more closely and either get rid of it completely or greatly improve it. Another thing that should also be done with these types of products is sending all the current customers an email letting them know about you either eliminating the product or improving it.
Jason had so many part time customer service employees with no collaboration whatsoever that I am surprised he has been in business as long as he has. I always start out trusting somebody new until I am burned by them then I run the opposite direction and warn others. I am not the perfect businessman either but whatever business I am in I will always put the customer as number one which is the only way a business can expect to be around for the long haul.
Source:
Jeffrey Solochek:
link
Article Content: Customer Service Course
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