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:
The Importance of Good Customer Service Training Courses
It happens all the time... a customer who comes in and makes a small first purchase, turns out to be one of your best clients. She buys from you over and over again PLUS recommends you to her friends, family, and colleagues. It is important to recognize how much potential business each person that walks through the door could bring your company - and it is A LOT. Almost limitless...
Every person in your store could be a possible goldmine!
The tricky part is that you just do not know which customers are the possible goldmines and which are just, well regular customers. Follow these two rules to help you find and keep your goldmines...
Rule #1 - DO NOT JUDGE THE VALUE OF THE CUSTOMER BY THE SIZE OF THE TRANSACTION.
The woman who comes in to buy a small birthday gift may recommend your store to her best friend - who just happens to select and purchase all the corporate gift for your largest local business! Now, is her value to you the $29.97 she spent on the birthday gift, or the many thousands of dollars you could generate from the corporate business referral?
You MUST treat every customer, every transaction, every contact like it is worth thousands of dollars - because it could be! You just never now...
Rule #2 - NEVER TAKE OFF YOUR CUSTOMER SERVICE HAT.
I define customer service as "anything you do that makes an impression on the customer." I realize this is a broad definition, but this about it for a moment. What you and your customer service staff do outside you business makes an impression on your customers...for better or worse.
If you are a vibrant part of your community, volunteering, participating and helping people will notice it, appreciate it and reward you with their business. It is great customer service. Complaining to your friends about your problems at work is bad customer service. It make them uncomfortable and leaves a negative impression about your business.
If you are friendly and upbeat and positive about the things happening at your store people will be attracted to your store. It is great customer service. Telling a story at a party about the crazy old man who came into your store is bad customer service. The people you are talking to might laugh, but they are also thinking "I wonder if he would talk about me behind my back?"
Remember, when you or anyone on your customer service staff is out in public impressions are being made. Make sure they are positive ones.
Source:
Gary Capps
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Article Content:Customer Service Training Courses
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Contact
us for a free consultation on how we can best service your
training needs.
