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:
How a Customer Service Workshop Can Convert Into Sales Gains
Customer service can convert into sales in your business if you take advantage of the opportunities that cross your doorstep. Many companies miss out on great opportunities to not only make another sale, but get the referral machine working in their favor. By this I mean that if procedures and training are setup with your office and field customer service staff, then you will be able to turn negative situations into positive ones.
Understanding how customer service can make lemonade out of lemons could have a significant impact on your overall sales at the end of the year.
One thing you can do if you operate a business that has inbound telephone traffic, when answering the phone and taking care of a service issue, keep an accurate log of information so there's never an excuse about who said what. It also pays to have a protocol that your staff can follow if you operate a service business and your technicians and/or personnel answer the phone while out in the field. Make sure that they know how to look for selling opportunities while working through a service situation. Technicians and 'field folk' often have times when they can sell an additional product or service, but also make the everlasting impression which your customer will remember for a long time.
Here are three Simple Tips that you can implement to increase your chances of turning a service issue into a sale:
1. Get together with your staff and managers to determine the best way that everyone can participate in creating better customer service and selling opportunities.
2. Offer a free gift to the customer. Many times this can help with easing any tension or inconvenience that they have experienced. One doctor I know of uses a coffee company gift card to ease the pain of his clients when something happens in his scheduling department.
Tip here: do not offer a discount on future products and services as this can irritate the customer if the situation has not gone well.
3. Use Soft Up-sells if the service call or appointment went well. This kind of approach will work if you have a guideline setup and the CSR (customer service rep) knows how to handle a situation.
You might find that it pays to put together a procedure manual that outlines how your customer service staff should handle issues, challenges and problems. Once you have a manual put together then consider role playing or lead by example and show the staff how you want something done. Live action and your example will go a long way, showing your staff that you mean business but are willing to step up and teach them how to take care of situations pertaining to customer service.
Source:
Dave Krygier:
link
Article Content: Customer Service Workshop
More customer service training tips...
Contact
us for a free consultation on how we can best service your
training needs.
