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:
Customer Service Seminar: Taking Your Customer Service to the Next Level With A Customer Service Seminar
What do you expect when you call customer service from another company? If you are in charge of customer service for your company, I recommend you call several companies in your own industry and other industries and see how their process works, both good and bad.
A few years ago I called Cox Communications customer service and they answered, "I can help you," not the usual 'How can I help you?' It set the tone for a positive exchange and I hung up feeling good about my new cable company.
I called Nespresso this afternoon. I own one of their espresso machines and the coffee it was making of late seemed much weaker and definitely not as good tasting as when I first purchased the machine. As with most customer service calls these days I did have to answer one or two questions by pressing the appropriate number on my phone. But then I got a live person. I sighed a big sigh of relief. Why is that? We are getting so used to going through layers of pressing numbers and going in circles before getting to the customer service person who can help us, that hearing a real voice was comforting.
This man who answered asked how he could help me. I told him briefly about the problem. Based my description the customer service representative said I needed to run a cleaning kit through the machine and he would send out a kit the first thing in the morning - at no charge. In addition the customer service representative said that though the directions would be included, they were there to take me through the process step by step after I received the kit.
A live knowledgeable customer service person handled the question, offered what I needed to fix the problem, no charge, and then the offered to guide me after receiving the package he was sending and was ready to go through the process.
I got off the phone happy to have purchased their product.
Happy customers tell a lot of people about your company and products. Unhappy customers tell even more.
I listened to another customer service call this afternoon. This one didn't go so well. First of all there were too many layers and insistence on answering by pressing numbers before one could get to a live agent, even though none of the choices actually fit the problem. Not having a 'none of the above' or an opt-out of the IVR (Interactive Voice Response system) frustrates a lot of customers.
The first layer of choices didn't fit so he responded ' customer service representative.' The automated system then said OK, customer service representative, but we need to know which customer service representative so choose from the following topics. Again, back to the same list and none of them fit. It makes you feel as if the company doesn't understand or care about their customer's problem or solving it quickly. Many customers get so impatient they just hang up, only to either live with the problem not solved or try again later.
Sometimes they press any button and then end up getting transferred after reaching a representative. That wastes time for both the customer and the customer service representative.
If it takes too long to get to the help they need, a customer has built up resentment by the time they get an answer. If they do get someone on the phone finally they are likely to take out that resentment on that person. That can start a vicious cycle that ends with a dissatisfied customer who tells everyone who will listen how terrible it is to deal with that company.
Listen and learn what to avoid and what to add based on your reactions to how you are treated. Your customers will either rave about you or complain based on how they feel after calling your customer service number. Which one do you want it to be?
Source:
Hazel Wagner:
link
Article Content: Customer Service Seminar
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