Customer Service Training for Supervisors

Supervisors and the employees they oversee are tasked with providing the first line of customer service for their department. Customer perceptions and experiences are often shaped on these discussions and have a profound effect on whether customers walk away from an interaction with a positive or negative reaction. Interactions handled in a positive manner can turn even the angriest individuals into customers who are cooperative and willing to work through customer satisfaction issues to a positive resolution. Conversely, interactions handled in a negative manner can permanently taint customers who had up until recently enjoyed their relationship with a company. The ability to recognize customer issues, work cooperatively with a customer and find effective solutions to customer service issues are key to maintaining a satisfied client base. Our Customer Service Training for Supervisors teaches these key skills while enabling supervisors to build a service-oriented culture for those they manage.

A fast-paced yet value-driven program, Customer Service Training for Supervisors is a four-hour seminar designed to introduce the central concepts of customer service. These tenets are discussed via lectures, round-table discussions, question and answer sessions and critical role plays that empower participants to put newly learned skills to use. Exercises are audio taped and videotaped so as to enable participants to observe their ability to handle customer service issues and understand how modifications in their behavior will allow them to build customer satisfaction. Lessons on customer needs and the drivers that affect individual behavior enable participants to build chemistry and empathize with satisfaction issues. Supervisory tips and techniques allow participants to coach their staff on the steps required to reinforce customer satisfaction during all customer interactions. By the end of Customer Service Training for Supervisors, participants will have learned and practiced key customer service skills and will have the ability to foster a service-oriented culture within their organization.

Seminar Objectives:

Participants in the customer service skills training seminar will learn to:

Greet customers in a friendly and welcoming manner
Ask appropriate questions so as to help fill customer needs
Recognize verbal cues
Understand customer needs and how they affect customer satisfaction
Strengthen relationships with repeat customers
Use customer service skills to upsell products and services
Deal with all exchanges and returns in a customer service-oriented manner
Build rapport with customers
Acknowledge customer concerns
Handle the most demanding customers
Effectively handle complaints and customer satisfaction issues
Be proactive rather than reactive
Gain cooperation from unhappy customers
Work with other retail staff to deliver superior customer service

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice.