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Customer Service Training Classes:
The
Customer Service Training Institute has enjoyed
over 25 years of successfully specializing in interactive,
fun, skill based
customer service training
classes.
At
the conclusion of our
customer service training
class
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 classes 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:
Customer Service Class for CSR's - The Direct Point of Contact
Customer service representatives (CSRs) interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. They are the first point of customer contact for general inquiries regarding pricing, products, scheduling, etc., and maintain business relations with clients by providing accurate service so as to promote customer loyalty.
CSRs are employed by companies to serve as a direct point of contact for customers. In the 24/7 business world of today, companies need to ensure that their customers receive an adequate level of service and help with their questions and concerns. Customers may be individual consumers or other companies, each with different needs. Many companies provide telephone customer service through call centers.
Customer service representatives interact with customers to provide information in response to inquiries about products or services. They also handle and resolve complaints and communicate with customers through a variety of means. Telephone is the most popular but increasingly customer service is supplied by e-mail. Faxes, regular mail and even direct meetings can also be used by the CSR. Some customer service representatives handle general questions and complaints, whereas others specialize in a particular area.
The task of the Customer Service Representative is characterized by the following:
1. Customer Service
“Good customer service is the lifeblood of any business.”
Excellent customer service is one of the few ways to achieve a sustainable competitive advantage. Customers may be satisfied or dissatisfied with the level of customer service provided by CSRs. Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t stay profitable for long. Customer services are increasingly changing the way customers interact with firms to create service outcomes. Good customer service can increase your customer loyalty rate, leading to greater profitability.
2. Customer Satisfaction
“No business can exist without customers.”
Customer satisfaction may be measured directly by survey and expressed as a percentage measurement. Providing good service in a pleasant manner and meeting the customer's expectations leads to high customer satisfaction. Customer satisfaction is the fulfillment of customers’ requirements or needs.
Consider that only 4% of all customers with problems will complain. The average customer with a problem does not tell the company, but eventually tells 9 other people about their problem.
In customer satisfaction, three types of relationships have been identified:
1. Satisfaction-as-love
2. Satisfaction-as-trust
3. Satisfaction-as-control
Each responded to the same failure in different ways. Satisfaction-as-love customers had emotional bonds with the product category and thus reaffirmed their loyalty following the failure. Satisfaction-as-trust customers saw the service failure and inadequate recovery as a breach of the brand's implied promise and thus exited the relationship. Satisfaction-as-control customers took charge of the situation, using their status to improve their situation and then defended the brand.
3. Customer loyalty
Multiple regression analysis assessed the impact on customer loyalty of four key constructs of relationship marketing:
1. Trust
2. Commitment
3. Communication
4. Conflict Handling
These four variables have a significant effect and predict a good proportion of the variance in customer loyalty.
The stairs of Customer Loyalty shows you how to consciously shape a plan for developing your customer relationship skills in a more congruent manner and is a benchmark in fostering and promoting permanent customer relationships for businesses of all sizes.
4. Customer Orientation
There are seven keys that strongly indicate a customer orientation attitude:
• Thinking and talking about clients
• Continually assessing your customers’ perceptions
• Resolving priority issues in favor of the customer
• Compromising, adding value for the customer
• Making amends to customers for poor treatment
• Employing a "whatever it takes" policy to satisfy special needs
• Redesigning processes, re-deploying resources and when they get in the way of service quality
5. Mass customization
Mass customization is a way of building and selling products such that the product features are broken down and offered to the consumer as choices. Mass customization, in marketing, manufacturing, and management, is the use of flexible computer-aided manufacturing systems to produce custom output. Those systems combine the low unit costs of mass production processes with the flexibility of individual customization.
The buzz surrounding mass customization increased dramatically with the advent the Internet. Companies saw how e-commerce could allow an individual customer to tailor a product to his or her own specifications and then order it. The vision of mass customization seemed to promise manufacturers several benefits: They could offer service, achieve greater levels of customer satisfaction and loyalty, gather advance information on market trends, and reduce inventory levels.
Delivering consistently good service quality is difficult but profitable for service organizations. In many services, quality occurs during service delivery, usually in an interaction between the customer and contact personnel of the service firm. Service quality is highly dependent on the performance of customer service employees.
Source: CCI
link
Related: Customer Service Class
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