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:
Getting to Know Your Customers
How much do you know about your customers? Do you know what makes them happy? Mad? Restless? Let's face it - you should in this customer service geared climate!
Businesses often operate in ignorance of what their customers like or dislike, ignore and abhor. To ensure great customer service and retention, pay attention!
The Customer Service Basics: What Customers Love
When you know them, remember them by name and remember their preferences. To be treated with respect
To feel special to know you're accountable when problems arise
The ability to reach a live voice or person when problems arise
To receive lagniappe — a little something extra, for their money's worth
The Customer Service Basics: What Customers Hate
The run-around — and having to repeat one's predicament repeatedly
Labyrinthine voice mail systems
Ignorant salespeople
Apathetic employees
Being put on hold
Being left on hold
Being disconnected after holding
Poor routing of their phone call to the incorrect person
Repeatedly hearing how important their patronage is while on hold indefinitely
Canned e-mail responses that are unresponsive or miss the particulars of the problem
Sales reps with surly or superior attitudes who are condescending
Lack of empathy
Taking customers for granted
Being nickel and dimed!
Adhering to the letter of the law as opposed to the spirit of the law
How We Can Win Customer Service Points With Customers
Exceed their customer service expectations!
Anticipate client needs even before they do
Proactively head off problems before they occur
Advocate for your customers with management
Provide full service — offering one-stop shopping for myriad client needs
Make doing business with you fun and easy
Don't make charge-backs, returns and problems problematic to address
Grow with your customers
Treat them like royalty and employ a touch of class in your interactions
Your Next Steps to great Customer Service
Audit your sales and customer service process; look for ways to streamline both for your customers' convenience.
Make sure your sales reps know your product lines inside and out.
Poll your customers to uncover new ways to better customer service.
Create a marketing plan for keeping in front of your customers: e-zines, ads, invites, demos, sales and courtesy calls, focus groups and other mechanisms.
Review your returns; look for patterns and trends. Fix systemic flaws in your systems.
Seek to reward devoted, long-term customers for their loyalty.
To the extent possible, meet and better acquaint yourself with your customers so they're more than a customer number or account name.
Don't treat customers like strangers. Treat them like beloved family!
Source:
Craig Harrison:
link
Article Content: Customer Service Seminars
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us for a free consultation on how we can best service your
training needs.
