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:
Customer Service Course: Learn The Differences Between Customer Service and Customer Satisfaction With A Customer Service Course
There is a huge difference between customer service, and customer satisfaction. Customer service is a given; every business provides it in one way or another. On the other hand, customer satisfaction is the successful resolution of customer issues-- these do not have to be problems necessarily. Customer satisfaction, rather, is the ability to make customers satisfied enough to keep coming back. The customers themselves may have little idea of what motivates them to return, but a successful business owner should understand the reason for their return (or leaving) quite well. Here are three points to keep in mind, so your customer satisfaction improves:
Customers are the ultimate judge of what makes them satisfied.
As a business owner, you may be an expert at many different aspects of your business, but the customer is the professional, especially when it comes to what they do not like about your business. You may not always agree with them, but if you want to retain them, you should respect their opinions. Accordingly, it pays to periodically ask your customers in-depth questions. What do they like about your products or services? What would they change about your customer service? Finding these answers out before your competition can is the key to customer retention in business.
Customers will not always say something when they are disappointed with your customer service.
This can be one of the most frustrating parts of rendering good customer service. For this reason, you must not only ask customers frequently about their customer service experience, but you also need a systematic process of improvement in place, so that each customer's complaint only occurs once (or perhaps twice), before it is eliminated completely. This may not address all complaints, but it will remove obvious sources of customer annoyance, ideally before other customers are also affected.
Lack of competition (in offering great customer service) today, is no protection for tomorrow.
Even if your customer service is average for your industry, that is still not good if customers think poorly of your industry as a whole. Consider the airline industry, which has been steadily adding fees, reducing service, and otherwise making their customers lives more difficult and unpleasant. Antagonizing customers might be profitable today, but it opens the door to competition in the future, possibly in completely new industries which did not exist before. Keeping customers happy early on can prevent them from coming up with ideas for new transportation systems, which would make air travel obsolete. Do not create such opportunities for competition in your own business, by keeping customers minimally satisfied!
Very simply, since customers know what pleases them, yet will not always speak up when displeased, you should make it a habit to touch base with your customers, to find out what they think of your business. Equally important, lack of competition today is no protection for the future if your customers are displeased with your industry as a whole. By using these ideas in your own business, you can enjoy higher customer satisfaction, and protect yourself from some forms of competition as well.
Source:
Marc Mays: link
Article Content: Customer Service Course
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training needs.
