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:
Customer Service Courses - Are You A Real Professional?
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.
The customer was just leaving the customer service counter and said to the young man who had helped her, ‘You are a real professional. Thank you.’
The young man blushed. To be called ‘a real professional’ in any field is a very powerful compliment. It’s not easy to achieve. Real customer service professionals perform well in five key areas:
1. Knowledge: Real customer service professionals understand what other people want and need, what their own products and services can provide, where and how to get assistance, what’s changing in their own company and in the world of those they serve. How good is your product, process, service and industry knowledge? Want to improve? Read more, listen better, discuss with others, get mentoring, get coaching, get going.
2. Skills: Real customer service professionals are proficient and skilful. They know how to do the right thing at the right time and in the right way. How good are your hard skills (technical competence) and soft skills (getting things done with people)? Need to improve? Study and practice new techniques, watch the masters in action, get more training, get more qualified. Be really good, then get better.
3. Attitude: Real customer service professionals are more than technically bright. Their enthusiasm is motivating and infectious. Customers feel assured by their confidence. Colleagues are touched by their compassion. How powerful is your attitude? Need to improve? Get clear about what turns you on and why you care to serve. Align your values with your company’s goals, your customers’ needs and your colleagues’ shared commitment. And watch your mindset like a hawk. No whining when you should be shining.
4. Effort: Real customer service professionals have a strong will and ambition to succeed. They may be humble, but they are not shy about striving for spectacular performance. These winners go the extra mile and help others along the way. They push themselves and drive their teams to greater achievement. And customers reinforce their effort with well-earned praise. How strong is your effort? Want to increase it? Then set big, bold goals and high, stretching targets. Do something every day to move on, move up, move forward.
5. Relationships: The greatest customer service professionals help other people move into the future. They make suggestions to solve your immediate problem and then give guidance to take you further. They anticipate your questions and prepare answers in advance. They think about your success and give advice that’s packed with value. Want to strengthen your relationships with others? Learn to listen more closely for real concerns. Make offers without being asked. Network with others in your company, your industry, your town. Lend a hand whenever you can and be willing to receive one.
Source: Ron Kaufman
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Related: Customer Service Courses
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