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.
Taking Proactive Steps with Customer Service Training Courses
A farm equipment company in Canada is blazing a new trail in customer service. REM Enterprises Inc. of Saskatchewan, Canada has developed a “Charter of Values”. This charter of customer service values essentially lets customers know what they can expect from the company.
The basics of the REM charter is…
* Joy
* Character
* Integrity
* Honor
One of the statements in regards to character reads, “We are committed to corporate and personal integrity every day, through every transaction, in every relationship.”
I don’t know about you, but this statement alone would cause me to be interested in the company – and I’m not a farmer.
This ‘charter’ bears a striking resemblance to the Arena Football League’s “Fan’s Bill of Rights”. This document delineates some of the following expectations…
* The events will be wholesome in nature.
* The events will feature fair competition.
* The players will give their best effort.
* Fans will have access to players and coaches for autographs.
* Fans should expect all who are associated with the game to be positive role models.
Certainly there is more to the “Fan’s Bill of Rights”, but I wanted to give you a picture of what extremely positive customer service looks like.
The best customer service does not wait until after something negative happens to respond. No, it looks for ways to reassure customers and prospects that you already have their best in mind. A statement of what the customer can expect from your company can produce a radical
and enthusiastic response from your customer base.
Of course, all the promises in the world mean anything if you don’t back them up with the customer service you promised. Don’t promise the world and then deliver a deserted island.
If you make big promises make big deliveries.
The “Charter of Values” REM Enterprises developed was a way to bring the issue of positive customer service to their clients, but it was also a way to move their staff to a place where they followed along with the team. When everyone was on the same page, everyone began to respond in a way that kept the client’s needs the focal point – not bottom line profits.
Interestingly profits seem to be a direct result of making customer service the main priority in business. This concept is one of the primary reasons the Arena Football League continues to see strong fan support at the cities in which they play.
If you take just one bit of advice from the marketing articles you read make it this one – be proactive in customer service. When your customer knows you are committed to giving them excellent customer service they develop trust much faster.
Source:
Scott Lindsay:
link
Article Content: Customer Service Training Courses
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