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 Courses:
Are Customer Service Standards Declining - Or Are Customers Just More Demanding?
Here that question is examined - along with some key customer service tips for harmonious customer relationships.
The Mental Health Foundation’s ‘Boiling Point’ report from March 2008 found that in a survey of just under 2,000 people, 64% believe that people are in general, becoming angrier. People working in Customer Service delivery form a buffer zone, and are perfectly aware of this customer service development.
We are used to customer needs and customer service expectations constantly increasing - after all how many people in the western world would be thrilled with a small black and white TV set, or a party line on their home telephone?
Technology changes all the time, and with it goes customer service demands. We have quickly become accustomed to instant telephone and electronic communication, and can watch television programmes “on – demand”. Whether working on the telephone or customer facing, Customer Service Professionals need more coping strategies than ever to maintain standards, and personal confidence.
Human evolution is a slow process and some things don't change at all. When it comes to interpersonal communication, the human race still responds according to the primal 'fight or flight' mechanism that is lodged in the oldest, sub cortex part of the brain.
Back in the caves, when we lived in tribes, we painted our faces with a design specific to a particular group. We still take information according to that system. When we first see someone, the first thing notice is the overall face (tribal identification), next is the mouth (to register either a smile or a snarl), and finally the eyes. If we sense danger, the adrenal gland, situated close to the liver, activates and pumps round adrenaline, moving blood to the muscles.
This gives the body both extra strength and immunity to pain, in order to either run away or fight it out, according to what was, and is, best for survival. Fight or flight is clearly defined. What we are not programmed to deal with is being ignored. Our system doesn’t know how to cope, and goes into panic mode.
If front line customer service staff only knew that they are able to affect both customer response, and personal well – being, by some tiny details of their own customer service behavior. For example, when we smile, the mind does not compute whether or not we are happy. It takes the instruction without judgment and produces endorphin.
This reduces both physical, and emotional pain, making us feel more cheerful and optimistic.
Eye contact and a nod of the head to tell a waiting customer that they have been noticed, recognized, and will be attended to as soon as possible, will usually relieve the customer’s anxiety and shorten the perception of time spent waiting.
These small, easy, cost - free customer service measures make each interaction more pleasant, fruitful and satisfying. Anger levels diminish, and the quality of life improves all round. Unfortunately it's the tiny essentials that often go by the board.
Whatever the business may do, it is all about people.
Six Key Points For Harmonious Customer Service Relationships
1. Always acknowledge a customer if they are waiting to be served
2. Most people will respond positively, even commenting that they are pleased to take a brief break whilst they wait.
3. Make eye contact, especially at the very beginning and end of an encounter
4. It’s absolutely fine not to know something – the essential issue is taking the trouble to find out.
5. Always call a customer when you promised – even if to say that you need more time to check details or complete the order.
6. There is a Chinese proverb that states that every crisis contains an opportunity. On the same basis, the most challenging customers are potentially the most satisfying.
Source:
Candy Bowman:
link
Article Content: Customer Service Courses
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us for a free consultation on how we can best service your
training needs.
