Effective Customer Service Training

Today’s business environment is more competitive than ever. With lower start-up costs and increased technology lowering barriers of entry, every company must now face a larger number of competitors all angling for market share. Regardless of whether your company is an established firm or a start-up struggling to grow, key differentiators are required to make your organization stand out from the pack. One of the most important differentiators is the level of customer service and satisfaction you are able to provide via every customer-facing person in your company. Given that customers have more choices, customer service has a direct effect on whether your company will struggle or thrive during economic slowdowns and recessionary times. The ability to turn every interaction into a positive experience will ensure that existing market share is protected and that new opportunities will fuel your company’s growth.

Our Effective Customer Service Training program teaches time-tested techniques that empower all-customer facing employees with the ability to create lasting customer satisfaction. A study of what motivates customer needs is initially used to help customer-facing employees learn how to communicate more effectively. Other key skills such as the ability to listen, empathize with customer concerns, defuse conflict and build consensus are also taught. Effective Customer Service Skills reinforces these skills by using a series of videotaped and audio role-plays and exercises to simulate typical business situations and enable participants to focus on increased customer satisfaction. This four-hour highly interactive session also shows how internal teamwork can increase the ability of organizations to work collectively towards stronger customer relationships.

Seminar Objectives:

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

Uncover customer needs and establish rapport
Listen to customer complaints and objections
Acknowledge customer concerns
Deal with the most difficult customer satisfaction issues
Handle unreasonable expectations
Guide customers through the problem resolution process
Be proactive rather than reactive
Show empathy and gain trust
Gain cooperation from unhappy customers
Work with peers and management to increase customer satisfaction
Provide exceptional customer service to protect and expand market share

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