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 Seminars: Customer Service Call Center Etiquette
A lot of people do not know this but there is a whole lot more to customer service call center etiquette than just answering the telephones. Customers use call centers for a variety of reasons, and a lot of the times it regards asking questions or making complaints about a specific product and or service they have paid for. A lot of offshore providers have etiquette standards that their customer service representatives must follow.
What Is The Main Function Of A Customer Service Call Center?
Customer service call centers are there to troubleshot complaints, answer customer questions and solve the problems that customers may be experiencing. Offshore call center companies in countries such as India, are one of the largest employers of labor. Customer service representatives function as a very valuable link between the customers and the company where they purchased the product and or service. Because reps do not have one-on-one interactions with customers, all their interactions is conducted over the telephone.
As such ensuring that they have superb telephone etiquette is how many offshore providers make a positive impression on the customers they service.
Telephone etiquette actually starts the moment a customer service representative picks up the call and it should last until the phone conversation has come to an end. Having superb telephone etiquette simply means answering a call in a polite way, using a very friendly tone and keeping one's mouth free of food, beverage or chewing gum. When the caller needs to be placed on hold, the proper etiquette is to simply ask the caller for their permission to place them on hold - this also applies to transferring calls. Doing this will allow the caller know what the customer service representative is about to do.
It is important for a representative to have top notch listening skills because the customer is calling in order to get some assistance, your job as a customer service rep is to make them feel at ease. Top offshore call center providers have well trained reps who refrain from interrupting customers while they are speaking, they are very skilled at handling even the most difficult customer.
Aside from being a great listener, there is also a need for customer service reps to have effective communication through good speech habits. Reps should speak slowly and clearly and should not use any lingo that the customer may not understand.
Source:
Brayden Jason link
Article Content: Customer Service Training Seminars
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training needs.
