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: Customer Service - What You Say Makes a Difference
No doubt we have all heard by now of the statistic stating that what we say accounts for only 7% of our communication (body language accounting for 55% and tone of voice for 38%). Nevertheless, the way in which you express yourself can have a huge impact on your customer or whoever else you are talking to. These tips may help:
Customer Service Communication Skill: Cut Out Useless Words
Listen carefully to your own speech and start to notice, and then cut out, 'crutch words' - words which mean nothing, but which we commonly use as padding. Words like 'basically', 'actually', 'you know', 'sort of' and of course the dreaded 'at the end of the day'!
Not only are they incredibly irritating when used repeatedly, but they will make you sound unsure of your facts and unprofessional. You might find you slip into this habit when you're feeling flustered or uncertain.
Customer Service Communication Skill: Avoid Demands
Avoid expressions like 'you must', 'you should', 'you have to' when talking to the customer - they don't have to do anything unless it's take their business elsewhere! "If I receive your order by Friday, it can be dealt with immediately" sounds so much more pleasant and helpful than "You have to get your order in by Friday or it will take another week".
Customer Service Communication Skill: Avoid “Can’t”
Never tell the customer what you can't do! Instead of "We can't deliver until next month", say "We can guarantee delivery by mid-May". Always make sure you are giving yourself plenty of leeway - under-promise and over-deliver.
Customer Service Communication Skill: Say “Thank you!”
Remember to say thank you - don't take their custom for granted. You can express appreciation in all kinds of ways, from verbally to a quick note or a bunch of flowers. Or think about offering ways in which to reward regular custom - buy a certain amount and get one free etc.
These customer service communication skill suggestions have come out of discussions during customer service and sales courses, and I hope they will help you to develop and maintain good relationships with your customers.
Source:
Andy Britnell:
link
Article Content:Customer Service Courses
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