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 - Delight Customers For Improved Bottom Line Results
This past week I had the incredible opportunity to experience first hand customer service that delighted and delivered loyal customers as well as just the opposite.
Delightful Customer Service Experience
Since I do a lot of traveling between my office and clients within the Chicago metropolitan area, I spend a lot of money at gas stations and hence I am always trying to save a few cents. At one Interstate intersection, there is one station that is convenient as it is on the same side of the street and an easy in-out. However, this station is always several cents to a dime more than the one on the other side of the overpass.
Time was short and so I stopped in this national gasoline store to purchase fuel. Before I left, I went inside to the convenience store to buy a soft drink. The dispenser was not functioning properly on my favorite diet soda so I took the other diet drink.
When I went to pay for the drink, I nicely told the cashier, Toya, that the one dispenser was not working correctly and they may wish to fix it. She immediately apologized, gave me my drink free and then handed me a card for another free drink at a later time. I told her that I was more than willing to pay for the cola, but she said No, because the one I had wasn't the one I wanted. Toya continued to express to me that my satisfaction is important because my patronage pays her salary and she wanted me to come back. Wow, does this lady understand the bottom line or what?
I asked her if this was part of her customer service training or was she always so customer service focused? She said that she is always like this because she truly appreciates every customer who walks through the doors. I thanked her and walked to my car thinking that the couple of cents I pay more for this fuel was worth it.
Undelightful Customer Service Experience
As I attend and speak at conferences, I was attempting to reserve a room at a national chain. Since the conference had just moved, I was a new person to this particular hotel. The reservation person that I spoke to was not physically located at the site even though the number was for this hotel's geographic location. After waiting several minutes, I finally reached a reservation's person. This lady was polite, but sounded like she was speaking to a dead fish. And I was the dead fish!
I had to repeat information to her several times before I could learn if any rooms were available. When room availability was confirmed, I asked physically if these rooms were away from the pipes and noise that I had heard several other of my colleagues had experienced during the last conference. She couldn't tell me that. I said I would think it over.
My fingers quickly dialed or rather pushed the phone number of the other national chain where I had stayed in the past. The Manager of the Hotel, Dennis, answered and quickly assured me that rooms were available. When I gave him my name, he remembered me and said he was glad that I was returning as a preferred customer. Since I was driving in, I asked him for a phone number of my favorite restaurant as I wanted to make a reservation during the drive. He quickly complied with my request and said he looked forward to seeing me again. Again, his customer service actions have created a loyal customer.
Both of these individuals, Toya and Dennis, understood the value of connecting with their customers and providing customer service that delights. Exceptional customer service does deliver loyal customers. Now the only challenge is to make sure that all of your customer service employees are delighting and thus delivering loyal customers.
Source:
Laanne Hoagland-Smith:
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.
