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 Class: Customer Service is Emotional Labor
Anyone working in a customer service job knows that being 'nice' all the time is hard work, but did you know that there's a name for it?
It is called emotional labour. This term, first created by Arlie Hochschild in the 1980's, describes the effort service staff have to put into managing and expressing their emotions in a way that fits in with their company's expectations. He noted that for most of the history of work, people had been paid for their physical labour, whereas now, more and more as technology progressed, it was their mental and emotional muscle that was being hired. Nowhere is this more the case than in customer service careers.
The main function of many customer service job roles is to deal with complaints of consumers who are usually in a negative state of mind from the outset of their contact with you. Many feel they have a right to be downright horrible to you. But of course, no matter how they make you feel, it's an essential part of your job to keep an empathetic smile on your face and in your voice.
It is a good idea if you're considering a career in this sector to understand the effects of emotional labour. All that negativity and denial of honest feelings is not good for morale, and can lead to emotional exhaustion.
Poor morale affects staff performance and costs the company money, so many companies with stressful customer service jobs invest in ways of preventing this. Training in stress management, emotional intelligence, problem solving, and providing emotional support are all common strategies used.
If you're considering frontline customer service jobs, it's important to remember that the frustration directed at you is not personal and that the person directing it is (usually) a reasonable fellow human being who needs your help. Plus maybe keep a stress ball on your desk or ask for a subsidised gym membership - preferably one with a punching bag.
Source:
Paul Jordan:
link
Article Content: Customer Service Training Class
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us for a free consultation on how we can best service your
training needs.
