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 Courses: The Principles of Customer Service
Customer service must be done well, for any business to continue operations beyond the extreme short-term. Here are the three of the most fundamental customer service principles you should know, to keep customers satisfied:
Find out exactly what they want
Customers are the best source of feedback for customer service and especially when it comes to planning new products and services to offer. A product or service offering, without customers who are willing to purchase it, is little more than an elaborate business folly. Similarly, if existing product and service offerings are not meeting all of your customers' expectations, then asking them will give you the chance to make changes, before your competitors can lure away your customers with better offerings. Certainly, customers may not always know what they want from your business, but they are the undisputed experts when it comes to telling what they do not want.
Also find out what they are not telling you about your service, product or customer service.
Customer service would be easy if all that were required was asking customers for their feedback. However, you must do more than this. As an owner or manager, you must train your customer service employees to be sensitive to unsolicited comments your customers might make, as well as their body language, voice tone, or other hints which either indicate their approval, or dissatisfaction with your business. The reason for this is that many customers who are displeased will never say anything, but will just leave, never to return, if your business disappoints them. You will have to be proactive, to prevent this from happening. You might also talk with other customers, to find out if you have missed any crucial customer comments.
Systematize the resolution of any customer complaints
When you resolve a customer complaint, you have already paid a price to find out about the problem. This can be a temporary loss of reputation, annoyance of your customer, and possibly even the beginning of other customers asking unfavorable questions about you and your business. To get the most value from what you pay, make certain that your business eliminates the root cause of the problem, so that no other customers experience the problem again. If you fix the problem the first time, you will not have to pay more than once for the same business lesson.
Quite simply, by asking customers detailed and in-depth questions about what they want, finding out what concerns they are not verbalizing, and building a process for eliminating the sources of customer complaints, it is possible to offer superior customer service. This can give your business a crucial edge over competitors.
Source:
Marc Mays:
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Article Content:Customer Service Courses
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us for a free consultation on how we can best service your
training needs.
