Customer Service Training Seminars:
Our customer service seminar 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 seminars 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.
Seminar Objectives:
In our Exceptional Customer Service one-day seminar
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 Seminar:
8 Reasons to Focus on Customer Service Excellence
Creating a culture of Customer service Excellence is a journey, not a destination; and as we approach the new year, it's a great time to reflect on what we actually accomplished and wish we could have accomplished in the past year. If one of your organizational goals is to maintain a competitive edge, focusing on customer service excellence could provide you with a comprehensive approach that could result in service, product, and profit dominance.
Focusing on Customer service Excellence will positively impact:
Organizational alignment helps by forcing you to refine your organization's definition of exceptional customer service. Defining customer service excellence starts with clarifying what exceptional customer service should look, sound, and feel like every time a customer interacts with your staff or uses your products and services.
Customer service employee engagement helps by forcing you to involve customer service employees in the planning of work that affects them. Creating a culture of customer service excellence is something that you do with customer service employees, not to them. Their buy-in, commitment, and active involvement all contribute to sustaining the culture for the long-term.
Leadership effectiveness helps by forcing you to hold leaders accountable for driving excellence. No longer will leaders be allowed compromise in the quality and level of customer service that their staff provides. Their performance will be directly linked to sustained customer service employee engagement, customer loyalty, quality management, and profitability.
Overall communication by forcing you to increase interaction with customer service employees through regular updates on company issues that impact their work and in soliciting their feedback on way to improve your products and services.
Operational excellence by forcing you to assess customer service and product quality gaps, then searching for and implementing simplistic, cost-effective ways to improve without compromising the customer experience.
Customer service recovery by forcing you to identify ways to effectively resolve the most common customer issues through process improvement and teaching customer service employees how to handle customer issues with a high level of professionalism and finesse.
Customer Loyalty helps by forcing you to create a customer-centered work environment that enhances all key touch points that make up the customer experience. This includes improving the way we greet and interact with customers; the way we answer the telephone; the manner in which we improve processes that directly impact the customer; and our process for resolving any issues that may arise and diminish the customer experience.
Revenue & Profitability helps by forcing you to focus on a more comprehensive approach to customer service by identifying ways to create an environment that fosters customer service, performance, and operational excellence. Ultimately, you create a delightful customer experience that makes them more apt to recommend your products and services, continue to return, and be willing to spend more.
While these eight reasons to focus on Customer service Excellence may not be all inclusive, my hope is that it has ignited creative juices as you think about how you will approach creating and sustaining a culture of customer service excellence in the new year.
Source:
Theo Gilbert-Jamison:
link
Article Content: Customer Service Seminar
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us for a free consultation on how we can best service your
training needs.
