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Customer Service Skills Training:
The
Customer Service Training Institute has enjoyed
over 25 years of successfully specializing in interactive,
fun, skill based
customer service
skills training seminars.
At
the conclusion of our
customer service training
course you will know and understand what the ideas are behind
the skills and how to use them in business situations
to build
customer
satisfaction and loyalty.
The focus of our Effective Customer Service
Skills Training workshops is to train your staff to:
- Understand what your customers want and how that
affects your job
- Understand your own behavior and how to manage
your
customer's behavior better
- Improve your communications skills
- Learn to handle upset or angry customers
- Implement proper phone skills
- Understand and implement proper body language
- Tell the customer what you can do and not what
you can't
- For
more information and pricing on our customer service training
seminars, please
complete this form
Customer Service Training:
10 Tips For Impeccable Customer Service Skills Training
It
should come as no surprise that customers continue to rate excellent
customer service high on the list of things they look for when choosing
a company to do business with. The amazing thing is that most companies,
in spite of customer demand, continue to offer
customer
service that is mediocre, or worse. It would seem that some
companies just prefer to insult customers and lose business on purpose.
The more likely answer is that they just don’t have a good
customer service management training plan in place. We DO understand
the value of great customer service training, and our
Customer
Service Management Training classes will empower you to train
your customer service staff to give great service all the time,
and keep your customers coming back to you.
If you want to be able to stand out from the crowd and offer truly great customer service instead of just empty promises, here are ten great customer service tips that will help.
There are two ways to fix every problem. The immediate solution is to take care of the customer, leave him or her happy, and go on with your day.
However, there's a reason this problem happened. You need to consider how to prevent it from happening again. Your business will be more efficient with better customer service and you'll have happier customers overall.
Treat your customers like human beings. That means treating them with dignity and not being annoyed at them for interrupting your day. This also means expecting them to act like responsible adults. Too many businesses believe that good customer service means bowing to the whims of every customer with a complaint. That solves the immediate problem of an angry customer, but sometimes it's not for the best. Know when there's a real problem that needs fixing and fix it well, but don't let people walk all over you.
Go beyond the minimum to make your customers love you. If there's a real problem, and you can do just a little more to make a customer's day, he or she is going to remember the customer service you provided them. You'll get a lot more repeat business and word of mouth advertising if you over deliver.
Don't make excuses. If it's your fault, say so. Don't try to blame it on the customer, the circumstances, another vendor, or the position of the moon in the sky. It's amazing what a difference it can make if you just say "An error has been made, but I will make it right". Your customer will see you a lot differently if you don't make excuses.
Don't take it personally! This one's easy to forget because the customer is directing their frustration at you. However, the customer is angry about the situation, not angry at you, specifically. Taking things personally just introduces anger into the situation and makes it harder
to fix the problem.
Listen to your customers. Don't assume you know what they want. They may have some good things to say, even if they're not experts. Listening to your customers’ needs and wants is a customer service skill that will go far.
Think about what you're promising. It's easy to get carried away and offer more than you can easily deliver. If your business is racing from one project to the next, you can't offer true quality customer service. Don't let this happen. Always pay close attention to what you're promising, and don't let a customer talk you into the impossible.
Allow the customer to feel like a priority. Don't answer the phone while filling out a spreadsheet - you'll sound distracted. Spend the few minutes it takes to really pay attention. Your customers will know the difference and the results will be worth it.
Customer service is about getting to problems right away. No one wants to deal with something unpleasant, but if you let a complaint sit, it's not going to get any better on its own.
Following up is great customer service! Call after a problem's been dealt with, or after a customer has received a particularly big order, to find out how things went. Don't try to sell anything during this call or email. Just find out what you need to know and wish your customer a good day.
Source: Bill Hogg
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Related: Customer Service Skills
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