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 Training Class: Increase Sales - Build Relationships and Give Better Customer Service
As the recession gets ever deeper, and more and more businesses struggle to survive, business owners are understandably worried about whether they'll be the next casualty. The question is: how can they possibly increase profitable sales in the current economic climate?
The word "profitable" is important. Many businesses are so desperate for cash that they are discounting well below the level that will bring them any return. This is a recipe for disaster except as a very limited, short-term fix.
It's easy to forget that the greatest asset a business has is its list of customers. These are people who have already been persuaded to put their trust in the business and spend money with it. They are therefore much more likely to do so again.
And the second greatest asset a business has is its list of prospects. These are people who have expressed serious interest in the goods or services the business offers, and have given their contact details. They have effectively asked to be kept informed of the latest offers, and will be disappointed if they don't hear anything.
Every business needs to maintain two up-to-date lists: one of active customers, the other of interested prospects. And it needs to stay in touch with these people - they don't like to be taken for granted. Relationships with both customers and prospects have to be nurtured with excellent customer service.
It's also more important than ever to give excellent customer service. Adequate customer service is not good enough; outstanding customer service is required. And the business that provides outstanding customer service will stand head and shoulders above its competitors.
Customer service begins as soon as the customer - or prospective customer - comes into contact with the business. That doesn't necessarily mean walking in off the street and physically visiting the premises; the first contact might be seeing an advertisement, reading a sales letter, visiting a website or making a telephone call.
What's critically important is that the customer should gain something of value from the customer service experience, even if he doesn't buy on that occasion. A sales letter or an advertisement should give useful information; a website should give even more. A telephone call should include some sort of advice or assistance, and not be just a sales pitch. Over time, many customers will naturally gravitate towards the business which has demonstrated its expertise, and which has been consistently made the effort to be helpful.
The business owner's aim is to become the supplier of choice - the supplier that people automatically turn to for those particular goods or services, just as they automatically buy their preferred brand of toothpaste or washing powder. The business owner who consistently gives outstanding customer service - and shows that he cares about his customers - will be far better placed than his competitors to become that supplier of choice.
Source:
Bernard Howes: link
Article Content: Customer Service Training Class
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Contact
us for a free consultation on how we can best service your
training needs.
