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:
Extraordinary Service Is As Simple As the Golden Rule
Have you gone into a store to shop, maybe asked an customer service employee for assistance and were responded to rudely? More than likely you wanted to, or did, react in the same manner. The golden rule is simple. Do to others as you wish to be treated. Proper customer service is the basis behind all business; without it, no one would choose to use your company's service or purchase its products.
The golden rule should be applied while working at any company. It will make your job and interaction with others more enjoyable. Extraordinary customer service will not only make a work environment pleasurable but also bring customers into the business. Every job throughout a company has a part to play in good customer service. Whether it is management, delivery, customer service/sales and even the janitorial staff, they all help create a positive atmosphere throughout any company.
Even if, and it does occur frequently, the most unfriendly of customers requests a task of you, as an customer service employee you should continue to be a positive customer service employee, helping the customer to the best of your ability.
There are a few basics to properly execute good customer service, varying some by your specific job. These should be essentials in any customer service employee training, specifically customer service training. For one, all companies have phones; and a majority of clients or customers complain about companies and customer service not answering their phones. Answer them in a reasonable amount of time. On the same note, if you tell a customer you will do something for them, keep your word. Customer loyalty is going to begin with your own loyalty towards them.
The customer is always right, even when they are wrong. While running a company, or working customer service, your job is to create happy, satisfied customers. No matter where your profession is, dealing with an unhappy customer is never enjoyable. Try your best, calmly, to relax the customer and please them; however if you find yourself unable to create a positive experience for the customer, ask if they would like to speak with the manager on shift. Customers tend to relax a little bit while they wait for the manager, who will probably offer coupons or even a compensation of some sort to better enable an acceptable resolution for the customer.
Help your customers to the best of your ability. A while ago I had taken my one year old daughter to the E.R. for an ear infection; we had been there for several hours, after being up all night with a crying baby. There was a lovely young nurse who not only tried to find a large sucker for my daughter to distract herself with, but searched the entire E.R. nurse station for a pink stuffed bear. Going above and beyond your job requirements are going to make your customers, or in my case patients, wanting to come back for the same positive treatment.
Everyone working in a company, whether large or small, should have great customer service skills. Creating a positive environment for everyone by smiling and being courteous will make your customers feel welcome. Doing these few things throughout your job every day will help benefit and profit everyone involved in the work place. If you are management, be sure your customer service training is accessible and offered regularly to customer service employees-it will do your profits good!
Source:
Catherine Rodriguez-Brown:
link
Article Content: Customer Service Class
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us for a free consultation on how we can best service your
training needs.
