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Customer Service Training Courses:
The
Customer Service Training Institute has enjoyed
over 25 years of successfully specializing in interactive,
fun, skill based
customer service training
courses.
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
Training courses 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:
4 Steps to Spectacular Customer Service Courses
Implement this simple 4-step process for creating a spectacular customer service flashpoint culture of your own...
Most towns have at least one customer service “flashpoint” business—a place that’s famous for its turbo-charged customer service oriented workers and lines of eager customers. These are the local hot spots that are “always jumping,” places in which employee motivation and customer service fuel each other in a flashpoint of contagious enthusiasm.
But flashpoint businesses don’t just happen by lucky accident. They have to be made to happen. If there aren’t many such businesses, it can only be because so few owners and managers understand the simple 4-step process for creating a spectacular customer service flashpoint culture in their own workplaces.
Not convinced such a process could be that simple? Not sure any such process could ever work in your own business setting? Here’s a quick and easy way to find out.
Step 1: Invite your employees to come up with some ideas for improving the customer experience. For this process to work, the ideas for changes in behavior or procedure need to come from the workers themselves. The old way is to dictate in memos or customer service training programs the kinds of behaviors management wants employees to adopt, and then try to legislate these new behaviors into the workplace—a way that has never worked. Employees will only get behind a change if it’s one they believe in. And employees are always more likely to believe in a change if the idea for it comes from themselves, instead of their bosses.
Step 2: Choose one employee idea, and help the employee(s) implement it successfully. The objective is to make the customer service workers who came up with the idea look like heroes in customers’ eyes. If there are costs associated with the idea, helping with implementation will mean providing funding for it. (Think of this cost as an investment in positive word-of-mouth, the most effective form of advertising on the planet). If the idea requires changing a policy or procedure, do everything possible to make the change. Eliminate all obstacles to successful implementation of the employees’ initiative.
Step 3: Make it easy for customers to give positive feedback about the new initiative. It’s always good business practice to hear what your customers have to say—but few businesses make it convenient and easy for customers to give feedback on a regular basis. To test this process, make a point of soliciting feedback that relates specifically to the idea the employees implemented. Use various methods to collect feedback, especially that most powerful method of all: simple face-to-face conversation with the customers themselves.
Step 4: Let the employee(s) bask in the motivational effect of the positive feedback. This is where the magic begins. Let’s say an employee came up with the idea of installing a bench so senior citizens would no longer have to stand while waiting in line. When delighted seniors begin to rave about the convenience of the bench, tell them, "This bench was actually Terry’s idea. In fact, Terry, could you come over here for a moment—these folks would like to tell you something about your bench."
And now watch the effect this feedback has on Terry. You’re watching the first spark of the flashpoint effect: customer service driving up employee motivation, and employee motivation driving up customer service.
Once you’ve seen how well the process works, apply it again. And again. Keep the ball rolling by holding regular employee brainstorming sessions to come up with a rich supply of new ways to delight customers. Break a typical customer transaction down into its individual steps, and get employees thinking about ways to add a “wow factor” element in each step. Not every idea will be implemented, of course, but make sure enough are implemented to keep the positive customer feedback flowing in. And give your workers opportunities to hear this feedback directly from their customers. Immediate positive feedback from delighted customers is the primary motivational fuel all flashpoint businesses use to keep the fires of employee enthusiasm burning hot and bright.
Source: Paul Levesque
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Related: Customer Service Courses
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