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:
Customer Service Class Ideas For Employee Training and Customer Appreciation
Customer service week is the first week in October. It is an ideal occasion for training customer service staff on customer care as well showing your customers and clients that they are important. In order for employees to be able to fully care and attend to customers, a few things are important. First of all, if the work atmosphere is difficult due to gossip, poor communication with management and co-worker rivalry then this makes the customer service staff stressed. When this occurs, this often translates into poor customer service.
Evaluating the ambiance at work and thinking out ways to improve communication between customer service staff and management, minimize gossip and reduce unhealthy competition can make people more relaxed at work.
Often family or financial problems can make an employee stressed in the work setting. There should be a way to connect with anyone that works for you so that they know there is someone they can speak to when they are under a lot of pressure. You can refer them to the leap program or providers for counseling if it looks like an ongoing situation. However, many times just being able to talk about something at work to someone can relieve excess worry or resolve an issue. Finding a way to have open talks with people you employee will make him or her feel appreciated and they'd also put more heart into work.
Sometimes customers can be rude and training on ways to deal with this without losing one's cool are important. It also can be useful to see if there is any truth in the customers' complaints. Is there too much red tape someone has to jump through? Are the phone waits too long? Is there a long line that is very frustrating in the place of business? Are there problems with the products or services that are not being addressed? What can be done to reduce these types of problems? If there is a common complaint made, be honest and see if there is something that does need to be changed to reduce this problem. If customers are angry, it will make customer service staff uncomfortable which can result in a similar attitude, resentment or fake smiles.
Prepare for customer service week by training your customer service staff on ways to deal with their own stress and difficult situations with clients and customers. During the week itself, celebrate with your employees with small gifts, food breaks and activities. Also let your customers know that it's customer week and have something set up such as drawings, free booklets and puzzles. A puzzle piece is the logo of customer service week. Have healthy snacks set up for both customer service staff and customers.
Source:
Dee Cohen: link
Article Content: Customer Service Class
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
