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:
Real World Customer Service
We all know what customer service is. But do we know what "real" customer service is and why customer service is important?
Customer service is not merely keeping the customer satisfied; it is keeping the customer delighted. It is not enough to have a satisfied customer, he/she should be ecstatic for doing business with you. This is, in my opinion "real" customer service.
Going Beyond products to ensure customer service
Customer service should go beyond products. Consider this quote that I heard years ago "Selling desert sand to bedwins is good sales, making them ask for more; well, that's excellent customer service." In today's volatile business world and challenging economy, retaining customers is critical to our success. Customers have choices and if we don't give customers some good reasons to stay, competitors will give them a reason to leave.
Some Facts and Figures
It's far less expensive to cultivate an existing customer base and sell more services to them than it is to seek new ones. Did you know that the average organization loses 50% of its customers every five years; and the cost of replacing them can be six to seven times more expensive than winning them in the first place? (Harvard Business Review).
Studies have proven that a mere 5% increase in customer retention can result in profit increases of at least 20% (and as much as 80%) for most businesses or, that repeat customers spend an average of 67% more than new customers. Additionally, after 10 purchases, a customer may have referred as many as 7 people.
In summary, "real" customer service can increase customer retention and satisfaction and most importantly, drive profits.
Source:
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Article Content: Customer Service Workshop
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Contact
us for a free consultation on how we can best service your
training needs.
