Customer Service Training Programs:
Our customer service training
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 training
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.
Program Objectives:
In our Exceptional Customer Service one-day
training 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:
Your Company's Bottom Line is Directly Tied to Customer Service Training
Did you know that you could measure your company's value by your customer service? Researchers discovered that regardless if your customer service is outsourced either on shore or off shore this affects the net worth of your business. If your customer service satisfaction as determined through American Consumer Satisfaction Index (ACSI) created by National Quality Research Center at the University of Michigan declines so does your company's value.
This information was presented to determine the impact of off shore outsourcing of customer service. The researchers reviewed the outsourcing actions from 1998 to 2006 of 150 North American companies including business units. All companies that outsourced their customer service registered a decline in the ACSI scores. What is interesting the declines stayed the same regardless if the customer service was outsourced domestically or overseas.
The historical data suggests that the ACSI scores and the companies' share prices tend to move in the same direction. Within this research, the range of that drop averaged between 1% to 5% based upon the industry for each respective business.
When businesses outsource customer service, they are widening the gap between the business and the customer. Today's customers are pretty savvy. They are not shy at all about asking the location of the customer service center especially when the customer service representative does not speak fluent English.
This research only strengthens previous customer service data that building customer loyalty is critical to organizational success. With the average business losing 10% of its customers annually and acquiring new customer’s costs 5 to 6 times more than keeping existing ones, businesses must create exceptional customer service action plans that will develop customer loyalty from additional purchases to making those precious referrals.
Customer Service Coaching Tip: Survey your customers and ask them the level of your customer service satisfaction based upon their expectations (not yours). Then also ask them if they would refer your business to someone else? Finally, asked them the last time that they referred someone to your business. These 3 questions will help you build an action plan to secure an exceptional high performance culture that will improve your bottom line results.
Source:
Leanne Hoagland-Smith:
link
Article Content: Customer Service Training
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
