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 Classes: Why Companies Focus on Price Instead of Customer Service
Here's an interesting story out of Asia.* Apparently, although 75% of Asian consumers believe that customer service should be a company's top priority, less than half of companies surveyed invest in it. 1/3 of the companies invest in improving their customer service "only when they see a real need." Why? According to the information out of Indonesia, despite the fact that most consumers claim to be concerned primarily with customer service, companies still believe that 'price' is the biggest factor.
Pretty much the same trap companies fall into in North America, Europe, Australia, Africa, etc...
Here's why the price trap is so seductive to companies:
1. Focusing on price is just easier
Adjusting your pricing doesn't require a lot of thought or effort.
2. Price changes show clear results
If a company drops its prices by 20%, they will typically see immediate results. Sure, it's not sustainable, and sure, it's hard on the bottom line, but for those who need instant gratification, it's great. Customer service, of course, will also show clear results - with greater sustainability and profitability - but it's a little harder to measure, and there are too many people unwilling to change the way they've always done business.
3. The competitors are all using price
True. And it sucks when you see a competitor drop their prices and take a piece of market share because of it. (even when it’s just for a couple of weeks). What most companies fail to realize is that those consumers who switch are the 17% who are price/quality driven.
Research tells us that the rest - 83% - are customer service /quality driven. Which segment of the pie do you want to draw your business from?
From a strategic business perspective, positioning your company based on customer service takes much longer to establish than one on price. It also takes a different kind of investment. Where a price strategy takes the investment directly from margins, a customer service strategy takes it from operating expenses. The facts, the research, the anecdotal evidence, however points irrefutably to customer service being a far more sound and profitable route to take.
Source:
Shaun Belding: link
Article Content: Customer Service Classes
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