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:
Discover How Customer Service Classes Can Increase Sales
Customer service can increase your sales by very simple planning and tactics that work for you and not against you. No matter how you look at the customer service picture, it all begins with you, the small business owner. It's your business and you determine how your customers are going to be dealt with. From the time they sign or purchase through delivery and hopefully the next transaction. You determine how they are spoken to and communicated with. It's your call and ultimately it's your checkbook, so be mindful of how you setup and work with your staff.
Having dealt with customer service for 25 years I can honestly share that this is the one area where I see many small business owners fall by the wayside. They invest thousands in advertising, marketing and public relations to attract and capture new business but when it comes to customer service, it's 'who's available to fit the bill'.
As I've written about in previous articles, customer service can be a sales channel of its own if you establish the guidelines and procedures, so your staff can work with and through situations as they arise. This sales channel can be a profit center along with a testimonial builder if you'll take the time and energy to set things up properly.
Here are Three Tips that you can put into action today:
1. Hire an experienced person with previous experience in sales or customer service. It's imperative that this individual has already developed a certain level of people skills, understands what your objectives are and will implement your plan.
2. Develop a plan that your customer service and field staff can implement. This plan should show how to up sell an existing customer that has recently purchased, plus have tactics they can use to help when a tense or difficult situation arises. You might want to also add in how the CSR should mention up and coming events, promotions or specials when interacting with your existing clients.
3. Reward your customer service and field personnel when they up sell or bring calm to a tense situation. Money is always best but next would be food or beverage, like coffee or restaurant gift certificates. Rewards like these can help to boost morale and show appreciation to your customer service employees who bridge the gap in between sales.
You as a business owner invest so much of your hard earned money to capture and convert new business that the last thing you want to do is lose your new client due to an argument or mishap with your customer service or support staff.
Providing quality service is so vitally important and misunderstood by many a small business owner. I hope you will re-evaluate how you are dealing with your clients before, after and in between sales. After all, it could mean the difference between an increase in business or a loss at the end of the year.
Source:
Dave Krygier:
link
Article Content: Customer Service Classes
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
