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:
Excellent Customer Service Is Expected, Poor Service Is Despised
Senior Management ought to come to the defense of their customer service staff whenever they are blamed for not meeting customers' expectations. It is common to hear of customer service staff, who not long ago was given praised for excellent service record to be condemned next as soon as a customer raises a complaint against the staff. It does not matter whether the complaint is over a very trivial matter or because the customer service staff simply refused to commit the Company to a certain risk if he has given in to the customer demand.
Management ought to welcome the resolves of their customer service staff when faced with difficulty and unreasonable customers.
Know Your Boundary
Customer service staff must know their limits and must show the true picture of what they can and cannot do. Never must they give the wrong impression to customers otherwise there is no end to their demands. As a customer service staff, one must be sensitive and actively play a role as a front liner to promote and retain customers and not viewed solely for attending to requests only when there is a need. Customer service staff must always be proactive and not reactive otherwise your customers will view your organization negatively.
Etiquette
Organizations must remind their customer service staff about etiquette, and said one should not attract unnecessary controversy by ignoring such rules, including the way one is dressed. One should not wear excessive accessories, even if such accessories are worn by some management staff or colleagues from other departments. Although the onus of adhering to the dress code rests on the staff and Head of Customer Service to check, everyone plays a role to spot check each other. After all, we cannot see our own blind spots hence should welcome friendly tips from fellow colleagues.
In any case, such rules should not be overplayed to the extent that "dress code" override "humidity" when serving customers. It is not easy to get someone to put on the same dress code day in day out and still enjoy putting it on.
Fear of failure
A customer service staff I know ostensibly fears that if he doesn't give in to one of his important customer, management may soon demand for his resignation if this customer decides to bring his business elsewhere. The fear apparently stems from the longstanding relationship between this customer and a member of the management team who has both personal and business relationship long ago. This would merit some sort of special consideration when dealing with such very special customers. The problem is when and how is the customer service staff going to be able to differentiate such customers without compromising on the Company's image and reputation?
The next best option is to refer such requests to management whenever there is a conflict. However by doing so, this will definitely impact your ability to deliver the service within the required turnaround time as a longer time is needed for management to revert with a decision. Moreover, it doesn't look good on you for not being able to decide on such trivial matter and needing to run to management for a decision when it comes to this customer.
There is too much hype and propaganda about such special customer to go unnoticed, hence one needs to tread carefully when dealing with such customers. It is better to be ignorant and ask for advice both from the customer and management. In any case, it is unthinkable for you to reject his request outright.
Source:
K.E. Hwa:
link
Article Content: Customer Service Seminars
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
