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:
Start With Customer Service Class
Many companies are so focused on customer service that they have created entire departments dedicated to attending to the needs of their clients. Yet, these same companies have missed one major aspect of servicing customers; customer service is not a department, it is a way of dealing with people. And, unless your employees have the skills they need to do the job, your customers aren't going to be happy no matter how many CSRs you hire.
Sure, it's great to have a customer service department stocked with warm bodies that answer the phone within three rings, never keep a customer waiting on hold more than two minutes, and give their name as they ask "what can I do for you today." But if an employer doesn't hire employees with the right attitude and personality, any investment in recruitment and training will be wasted. Hiring the right employee ensures that training enables employees who are ready to learn and practice skills that provide real, value-driven service.
So, what should you do to ensure that the employees you can deliver excellent customer service? Support your employment decisions with pre-employment tests. Customer service skills can be learned; but a positive customer service attitude is not a naturally occurring characteristic in most people.
Many employees can politely address the needs of customers. Many can also express empathy when dealing with a particularly difficult situation. But, when push comes to shove, and a CSR is faced with handling the unknown, factors such as problem solving, logic, verbal fluency, and even mathematical abilities - and attitude - are what truly separate skilled customer service providers from mere switchboard operators.
A customer service skills test can provide you with information that can help you weed out a potential customer service genius from someone who may be better off placed in a non customer contact position. Use customer service pre employment tests to hire, promote, target skills training needs, drive performance reviews, and more. Customer service skills tests are easy to administer and provide a substantial return on a small investment.
Customer service skills tests are designed to measure important customer representative skills criteria such as procedural ability, decision making abilities, general reasoning, and basic skills such as communication, reading comprehension, mathematical ability, etc.
Ultimately, the quality of an organization's customer support staff reflects that company's willingness to dedicate resources to identify, target, and reinforce its customer service needs. Remember, customer service is not a department, it's a way of matching the right leadership, management, supervisory staff, and CSRs to the right positions within your organization.
Source:
Ira Wolfe:
link
Article Content: Customer Service Class
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Contact
us for a free consultation on how we can best service your
training needs.
