Customer Service Training Workshops:
Our customer service workshop 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 workshops 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.
Workshop Objectives:
In our Exceptional Customer Service one-day
workshop
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 Workshop:
Customer Service is a PACT
Delight your customers by keeping your side of the PACT and your customers will keep theirs.
If you have a good Process in place, you meet customer expectations.
If your customer service staff has a positive Attitude you pleasantly surprise the customer.
With effective Communication, you keep customers well informed.
If you perform on Time, you satisfy your customers, and if your PACT is in place, you delight customers.
If any business focuses on these four keys areas, customer satisfaction follows: Process, Attitude, Communication and Time.
Process - Process or procedure is what keeps the ball rolling from start to finish. If the chain of activities is well designed and run smoothly, focused on customer requirements you meet his expectations.
Scenario #1
Imagine you are at the hypermarket refund section and the customer service customer service staff is extremely helpful and understanding. She is also efficient in speaking to the electronics section and sorting the problem in a few minutes. She demonstrates excellent on time performance in preparing the refund papers while coordinating with electronics. Things seem to be going really fast until she gives Mr. King the papers and asks him to collect the refund from accounts. Well accounts takes a good 45 minutes to refund the money. Their refund process involves a confirmation from the electronics section. They then have to reverse the sale, get approval from operations manager and chief accountant and finally refund the money.
There is obviously a process snag in the accounts department leading to an imbalance between frontline and them. Mr. King is satisfied in the manner the refund was handled but not in the process of actual refund leaving him with a sour feeling.
Attitude
For a process to be in place and work well you require an attitude - a positive attitude. It is a positive attitude that nudges you to understand the process and work towards meeting customer requirements. Process by itself cannot do it. It requires the human element. The human element, that thinks positively and works positively to keep the process in place. The human element that compliments the process in satisfying customers.
A positive attitude that pleasantly surprises customers. Something seldom found but yearned by all customers. A positive attitude that puts any business ahead of competition.
Scenario #2
In the same hypermarket scenario imagine accounts is very efficient but refunds the money with “we normally do not make refunds. You are very fortunate’. They give the impression of doing a favor by refunding the money. Mr. King though satisfied with the outcome, departs with a lingering bad taste due to the manner the refund is made. They make it look like an obligation than a right and no customer wants an obligation.
The refund could have been made adding some empathy. ‘Mr. King, I am so glad they made your refund. May I request you to sign here”.
Communication
Many a business has breakdowns in its process or attitude due to gaps in communication. This is even more evident when frontline handles customers. Effective communication, towards both internal as well as external customers can overcome many a pitfalls in business. Proper communication helps develop understanding and, understanding only makes one more knowledgeable. This paves the way for accommodation in processes or any other shortfalls.
Scenario #3
Let’s suppose the customer service agent in the hypermarket goes back office, to inform the manager of the electronics section. She comes back but does not have a reply for Mr. King. Though she goes frequently to back office she does not give an explanation nor gives an update on the status of his refund. After a good 30 minute wait, Mr. King is told to check in two days as the product needs to be sent to the customer service center. King asks in exasperation “You made me wait all this while just to tell me this?” The customer service agent with the least remorse replies “Sir, I did not get a reply from the manager. Hence, I could not tell you anything.” Mr. King absolutely furious, walks out with “You could have at least kept me abreast of what is happening instead of wasting my time.”
Well, so much for effective communication and customer service recovery.
All that the agent needed to do was tell him, “Mr. King, the manager is busy and might take 15-30 minutes. Would you like to wait or if you have something else to do came back later.” Communicating the status explains a process, shows empathy for King’s time and lets him decide on what to do.
Time
Time is prime. Given today’s fast pace, time plays a very important role in customer satisfaction. A timely act is more appreciated than a delayed performance with excuses.
On time performance holds the key for any process to be efficient. It plays a vital role in not leaving a customer waiting. It also speaks volumes on efficiency and attitude. Effective communication is a direct result of on time performance. It helps bridge many a gaps. Time is of essence where customer is concerned. On time performance can give you that edge over slipshod competition.
Scenario #4
The customer service agent tells King that she would get back in 2 days after sending the product to the customer service center but there is no reply for 5 days. King calls just to be informed that it would take a couple of days more! King thinks helplessly ‘2 days has now turned a week’.
Customer service could have been rendered professionally keeping their side of the PACT if the customer service agent had called in 2 days (Time), updating the customer on the status (Communication), empathizing with the customer (Attitude) and explaining the reasons for the delay (Process). The customer may have understood, accommodated and given them another opportunity.
Or in the various scenarios above:
Had the Process in accounts been in place, he would have been satisfied.
Had their Attitude been less indifferent, he would have accommodated.
Had their Communication been proactive, he would have understood.
And had their performance been on Time, he may have continued his business...
Though there are numerous other facets while serving or satisfying a customer, they all stem from a PACT. For, all customer service and satisfaction revolves around your PACT with the customer.
Should you ever experience poor customer service, give it a thought, and you’ll realize at least one of these four key elements is missing.
Hence keep your side of the PACT and customers will keep theirs... by building your business.
Source:
Gangadhar Krishna:
link
Article Content: Customer Service Workshop
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