Customer Service Training Workshops:
Our customer service workshop 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 workshops 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.
Workshop Objectives:
In our Exceptional Customer Service one-day
workshop
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 Workshop - Why Service Really Begins With An "A"
Customer service is built on the bedrock of a positive attitude..
Without the positive attitude all of the attempts to "train" customer service will fail.
Picture this; a man, Mr. Jones, walks up to the front desk of an hotel at the beginning of a holiday. He has just completed a twelve hour flight in economy class overnight to reach his destination.
The food and service were passable, nothing better or worse than expected in economy class. Immigration officials at both ends of his journey were pleasant, if not so efficient.
There was a little problem with getting a taxi and he got to the hotel no more than an hour or so later than he anticipated. On a journey with a twelve hour flight he considered that to be not too bad in his experience and was content although quite tired as he was not a good sleeper on flights.
His well earned holiday had been at the forefront of his mind as he boarded the airplane. It had now receded somewhat as the need to clean off the sweat of travel and the smells of the airplane by getting under a steaming hot shower became his compelling desire. And perhaps to rest his head on a clean, fluffy pillow for twenty minutes or so to recuperate before having a nice, fresh breakfast.
He was a seasoned traveler so he made sure that he booked a day ahead to enable him to book in after sunrise and not to have to wait until the previous occupants, if there were any, had checked out.
Unfortunately, a mix up in his booking had occurred. The night shift customer service staff, recognizing that he had not turned up by midnight, assumed he was not going to arrive and sold his room to a late arrival that was part of a small tour party larger in size than expected. His replacement room is not going to be available until sometime after 12:00 noon.
Think of two different attitudes of the hotel front office customer service staff member who greeted him upon his arrival.
First, let us think of the "blame the night customer service staff" attitude. After initial pleasantries the conversation may have gone something like this.
Customer service staff member: "I am sorry, sir. The night customer service staff gave your room away when you did not turn up. You will have to wait for your room. I am so sorry those people are so bad."
Guest (irritated): "I did turn up, I am here now."
Customer service staff member: "But you did not turn up on time last night when the customer service staff expected you to."
Guest: "I was never supposed to be here last night. I gave you my flight details in the booking. I was always due here this morning."
Customer service staff member: "I am sorry sir. If you would wait over there I'll let you know when your room is available."
Guest: "When will the room be available?"
Customer service staff member: "I don't know sir. It depends on when the people in your room sign out. We were fully booked last night."
And so the conversation goes on with perhaps an escalation to a supervisor and perhaps with the guest becoming irate.
Let us now think of the customer service attitude. A similar conversation may have gone something like this.
Customer service staff member: "I am sorry, sir, your room is not available as you expected."
Guest (annoyed): "Why is it not available? I booked it!"
Customer service staff member: "I do not know what has happened specifically Mr. Jones, but let me see if I can make you comfortable while I solve this problem. Did you fly in overnight? Would it be helpful if I could arrange for you to be able to have a shower and get changed while I sort this out?"
Guest: "What I would really like is my room, but a shower would be nice. Thanks."
Customer service staff member: "Are you hungry? I can organize a nice hot breakfast for you after your shower."
Guest: "That would be great."
In the first instance the attitude is wrong. The focus is not on the customer and his expectations, a shower and breakfast and a sleep, or possible solutions. It is on shifting blame and the customer is left thinking "Who cares about you, what about me?"
Customer service begins and ends with attitude. Attitude is partly a factor of an individual's personality, but is also driven by the environment people work in. It is the leadership, processes, policies, performance management, motivation and team spirit that dictate the attitude of individuals in a corporation to a large degree.
If you are a leader and you want your people to deliver great customer service, then remember that is your attitude to developing an appropriate environment that will drive their attitude. Their attitude will determine what level of service your customers enjoy.
Source:
Kevin Dwyer:
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Article Content: Customer Service Workshop
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