Customer Service Training

The Customer Service Training Institute has enjoyed over 25 years of successfully specializing in interactive, fun, skill based customer service training seminars. At the conclusion of our customer service training seminar 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 seminars 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 Skills Training:
Customer Service Seminars - Conflicts with Customers

You are a customer service rep and you have an angry customer. What do you do?

Many Customer Service Representatives instantly say “I am sorry,” but this gives the signal that you have created the problem. Do not accept responsibility for something you did not have anything to do with.

Try, “How can I help you?”

Then the individual starts telling the customer service rep their problems, going on and on. The customer service rep hardly has room to say a word.

What the customer service rep should do is look at them with a friendly face and
start asking them questions.

Questions that relate to almost any situation:

What is their account number?
What is their address?
What is their phone number?
Dates (of problems, issues, previous contacts, etc.)

What do these all have in common? Numbers, numbers, numbers. When you ask someone to give you an answer that has numbers in it, they instantly start calming down.

“Why?” you ask? Because it causes them to start using a different part of their brain. The brain has so many functions and each one sends different signals. Anger uses one. And numbers use another, so asking them to say numbers calms them down. They can no longer be angry because they are using a different part of their brain.

Unpleasant customer service will be passed on to others very fast and can ruin your business. When people receive great customer service they often take it for granted but do enjoy it and will return.

Give the numbers trick a try - it works!

Source: Rebecca Lyon link

Related: Customer Service Seminars

Customer Service Training

Customer Service Training Seminars:

Customer Service Skills Training: Customer Service Seminars - Conflicts with Customers

Customer Service Skills Training:
Customer Service Seminars - Conflicts with Customers