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:
The Manager's Role in a Customer Service Training Class
Creating great customer service in any company begins with management, no matter what the business is. The reason why is simple-Control for the company lies in management's hands. They control how the company runs and the image they wish to produce, all focusing on customer satisfaction to ensure profit goals are met. Managers are in a position to show, teach and model how the customer service is played out. A quality management training program and, in particular, customer service management training, are the preliminary steps toward ensuring all company customer service employees provide ongoing service that keeps customers returning and profits increasing.
Customer service begins with a very specific vision on how you (management) want their customers to be treated. While managing a company, you have to decide exactly how you wish your customer service employees to interact, communicate and generally treat your customers. Train your customer service employees exactly the way you envision this. Deciding how long of a time frame you are willing to train your customer service employees on service is important and should be considered thoroughly.
Properly training your customer service employees should include every aspect of the product and company. As an employer, how can you expect your customer service representatives to fully help your customers if they are ill equipped for the job? The superior manager of a company should take the time to have a well thought out training manual for their trainers to give the new customer service employees. Encouraging an customer service employee how to treat their customers is another aspect of a mangers job, since service is more than just a polite voice on the other end of the phone.
Understanding that great service is more than a nice voice and smile will help you go far and thoroughly appreciate the importance of proper customer service training. Customer service representatives should be trained to fully listen for a customer's problem and care. Training your customer service employees to actually listen as well as care enough to quickly resolve the problem is going to boost your business as far as clients go. Satisfying your customers' needs will build trust as well as clientele-more business-which will help you as a manager prosper.
Creating a good timeline for training will help get the training underway and keep it as a priority. Be cognizant of the fact that the quicker the training is, the less likely the customer service employees are to grasp the concepts you want them to understand. You need to create a manual for them, and then time out how long you would like each portion addressed. Make sure your customer service employees fully understand how you expect them to help the customers throughout your business and give them the tools, knowledge and skills they need to be able to accomplish this.
The managers of any company are in full control of how their customer service employees are providing great customer service, or to the other extreme, how poorly their customer service employees are providing customer service. Through the entire work place customer service employees absorb, as well as learn from, how their management treat customers. Leading a good example as managers will help ensure that the customer service employees will succeed at providing excellent customer service. Take the time to train your customer service employees the exact way you want them to be and except no less than the image you have envisioned for the business. Create the trust of the customers by proving to them that they will receive excellent service every time they rely on your company's products or services.
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.
