Customer Service Training Classes:
Our customer service class 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 classes 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 class customized
for you!
Class Objectives:
In our Exceptional Customer Service one-day
class
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 Clear Performance Standards Are the Bedrock of Any Customer Service Class
Customer Service Is A consequence Not An Objective
Outstanding, flawless customer service occurs as a result of other activities. It's a consequence. You can turn blue in the face setting customer service goals. But if they're not linked to employee performance standards, well .... expect to turn very blue with frustration.
Meeting Expectations Is The Key
What do your customers expect from you? Do you know? Are you sure? Have you asked them? Until you know for sure, how can you sensibly set performance standards for employees? Why bother to set performance standards for employees, unless they lead to total customer satisfaction ?
A Few Essentials
To firmly establish the link between employee performance standards and customer satisfaction you need a few things in place. You need at least
a clearly defined target market
clear corporate goals
systems that ensure that employees can't fail
a transparently effective rewards/incentive system.
Many managers chase customer satisfaction without so much as a clearly defined target market. They're disappointed when their efforts don't result in delighted customers.
Standards And Procedures
"But we have procedures for customer service". If that's what you're thinking, think again. You can have all the procedures you like to try to ensure that you have truly delighted customers. If the procedures aren't supported by crystal clear employee performance standards, you won't have the delighted customers you're seeking.
The Customer Service Reality
You can make the best widgets and provide a level of customer service that's vastly superior to your competitors. That's not enough. The reality is that unless the customer perceives that your widgets are the best available, it doesn't matter how good you or an army of "independent industry judges" think your widgets are. The same applies to service. And how can employees know what customers expect if you don't?
What To Do
Talk to your customers. Find out what they expect. And, by the way, ignore customer service staff "gut feeling", or "experience" including yours. Find out what pleases customers most and what irks them most about dealing with your company. Then write specific performance standards for every step of the process involved in giving customers what they expect every time.
By the way, that process may commence long before the customer and an employee have any direct contact. For example, you can only have a guaranteed 24 hour turnaround on repairs and replacement if you have an effective and reliable warehousing and delivery system with clear standards. And you can't produce flawless widgets without specifying how "flawless" will be measured.
Conclusion
Crystal clear employee and team performance standards are the foundation of so many areas of successful small-medium business. Customer service is such an area. Until you make the link, don't expect to have delighted customers.
Source:
Leon Noone:
link
Article Content: Customer Service Class
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us for a free consultation on how we can best service your
training needs.
