Customer Service Training Courses:
Our customer service course 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 courses 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 course customized
for you!
Course Objectives:
In our Exceptional Customer Service one-day
course
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:
Golden Customer Service Training Course Techniques
When dealing with any customer always remember the golden rule that it is a good opportunity for your company to make an impression by providing that person with a sense of personal satisfaction. My research has clearly shown that successful businesses and organizations make every effort to deliver what the customer wants by applying a number of key customer services techniques
The following are six significant customer service techniques that will assist in making your customers feel important and attract them to want to deal with your business.
1. How to build rapport and trust
Providing helpful advice and friendly service helps to build a rapport and trust. An excellent technique to use is to connect the customer in conversation by giving your name and asking theirs as this indicates you are interested in them and what they are looking for. Always be polite, ask appropriate questions and show interest in what is being said as this will help the customer to develop confidence in you.
2. How to communicate
Most customers will know what they want although some may be unsure on where to look or find what they have come for. Your responsibility is to help by assisting them to get what they want. The best customer service technique most businesses follow is to ask relevant questions and importantly to listen as this will help you to assist the consumer. A happy customer will keep in mind the obliging customer service provided and will return and tell other people about your business.
3. How to help the confused consumer
Sometimes it's not humanly possible to provide what your customer wants. In such situations it is important to know everything there is to know about the products or services your business has to offer. A good customer service technique some businesses use is to look out for consumers wandering around looking lost and confused. By approaching and offering to help, the customer will be grateful and appreciative for the service and attention you have given.
4. How to provide exceptional customer service
It is easy for successful businesses to become complacent and be lulled into a false sense of security when turnover figures are up. Being complacent can provide the competition with an opportunity to be more productive. To counter this a good effective customer service technique is to introduce staff training programmes so staff can be equipped to provide exceptional customer service through effective communication, client rapport, phone management and handling difficult customers. Investing in role playing type training programmes is one of the most successful methods businesses use to convey to staff what type of service to the consumer is expected and necessary if a business is to survive.
5. Thanking the customer
Always ensure the customer is genuinely thanked before they leave. This simple gesture is important because most people generally like to be appreciated and know that you are grateful for their business. Also ask the customer if there is anything else you can do as this could result in repeat business.
6. Following up
A very effective customer service technique used by businesses today is to offer generous warranties and discounts on goods and services to loyal consumers (some businesses provide loyalty cards that offer discounts). If a customer has a problem with a product always offer advice and try to fix it or provide a solution. Following up with after sales service through Email, phone or letter is another customer service technique that helps to earn loyalty and adds a nice personal touch.
Source:
Brandon Walker:
link
Article Content: Customer Service Training Course
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us for a free consultation on how we can best service your
training needs.
