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.
Best Kept Customer Service Training Seminar Secret: Let Your Employees S.O.A.R.
In today's tight business market, companies continually try new strategies in developing loyal customers. Maybe the hints within this acronym will help improve your customer service and potentially increase both your customer loyalty and employee retention - S.O.A.R.
S - Specific Job Descriptions
Good customer service begins by thoroughly having your customer service employees understanding the expectations in their roles as "The First Contact." All job descriptions should accurately reflect the entire performance expected, include the skills required to perform all tasks; provide a narrative explanation in how the skills are utilized on the job; contain any additional shared job responsibilities; and demonstrate how performance is evaluated and measured.
O - Orientation
Customers want customer service employees who understand the policies as well as how to deliver the products or services. Loyal customers do not want to hear phrases such as "That's not my department" or "I'm new here and I don't know." New employee orientation should not only explain the physical structure of the organization and policies, but also include the culture of the organization. HINT: A clearly articulated vision, mission and value statements would be helpful to all new employees.
A - Achievement
Customers react positively when they see name badges with awards or a special designation to distinguish the outstanding customer service employees. New Customer Service Employees should have the opportunity to see the achievement of existing customer service employees and more importantly the value that such achievement provides to the company. Newsletters, awards are some of the ways to recognize employee achievement.
R - Reinforce
Customer’s value management that is also customer service focused. Management is not only responsible for reinforcing a workplace environment in which the employees wish to return, but more importantly in modeling the desired behavior. As the old saying goes: employees don't leave companies, they leave managers!
REMEMBER: Your desired end result is loyal customers. This begins by improving your customer service training and possibly your employee retention will SOAR as well. If you don't believe this to be true, maybe the words of W. Edwards Deming, who is recognized by some as the father of Total Quality, will help your company understand the value of excellent customer service "Profit in business comes from repeat customers, customers that boast about your project or service and that bring friends with them."
Source:
Leanne Hoagland-Smith:
link
Article Content: Customer Service Seminar
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us for a free consultation on how we can best service your
training needs.
