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:
Customer Service Training Workshops: The Customer Service Culture - You'll Know it When You Feel It
I love it when I observe or experience good customer service. It's rare these days but it does exist and when I see it I have to stop to make sure it's for real. Well, it happened to me the other day. The level of customer service I received stopped me right in my tracks. I was having some routine medical tests done at the off-campus radiology center of one of the hospitals in my area and I am here to report that I had excellent customer service from start to finish. That's right. You heard me. From the moment I entered the facility to the point where they communicated how I would receive my test results, it was A+ customer service. As I drove away, it was clear to me that this organization operates using an attitude of customer service as the underpinning for all its activities. In some circles this hospital could be categorized as a Customer Service-Centric organization. But no matter how you classify it, this organization clearly has its act together.
Customer Service Culture organizations can be easily identified by the way they structure their operational procedures and policies. When dealing with these types of companies, it becomes obvious rather quickly, that the customer and their level of satisfaction is at the center of the way the policies and procedures are formed. I guess you could say that the customer is at the heart of these policies and procedures. In these organizations, it starts with a clear definition of who the customer really is in each situation, then developing ways to deliver customer service that will allow the customer to walk away with a sense that their business has value.
You know you are dealing with an organization that has a Service Culture in the way their customer service staff is dressed, they way they speak to the customer/patient/client/guest and each other, the way they talk about customers and each other, the body language they use, the way they listen, the way they handle conflict, and the way you feel when you conclude your transaction with them. This last indicator may be the most important of all.
When customers are satisfied and feel valued, they will use your service or product again. Repeat business is the best kind of business because it contributes to the profitability of your organization. So as you plan your next manager's meeting or marketing strategy session, think about what it would take for customers to come to know you as a Customer Service Culture organization. Creating this customer service culture is really not as hard as you think and it will give your customers just one more reason to love you - and refer you to all their friends!
Source:
Angela V. Megasko: link
Article Content: Customer Service Training Workshops
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Contact
us for a free consultation on how we can best service your
training needs.
