Customer Service Training Seminars:
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 Training:
Customer Service Seminars - Do 'Captive Customers' Deserve Great Service?
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.
A government employee questioned whether my service teaching had any value for his department.
After all, he reasoned, why bother giving a high level of service to ‘captive customers’ who have no choice?
I’ve got many answers to this loaded question. These three pack a punch:
First, captive customers may have no choice about whether or not to work with an internal department or government agency, but they have plenty of choice about the attitude they bring to the interactions.
The Department of Motor Vehicles in Connecticut, United States has made a profound effort to increase speed of service, upgrade office atmosphere and improve attitudes of the staff.
What’s the result? Customers wait in line with appreciation rather than frustration. They speak on the phone with patience instead of displeasure. And they approach the counter with a smile instead of a frown.
Who wins from this effort to upgrade civil service? The customers and the staff.
Second, how do government agencies attract and retain good people? It’s not by profit sharing, and stock options don’t exist.
In government service (and many private organizations) extraordinary staff build long-term careers when the organization is ambitious and attractive. People want to stay when the organization is aiming for better performance, working for better results, making it easier for people to do a good job and feel fulfilled when the job gets done.
This means creating a culture where service is a top priority, where continuous improvement becomes a passion.
Dead organizations collect only dead wood.
Third, I am always surprised when government employees think they have no competition. Don’t they understand that every country and city must compete for investment, for tourism, for immigration and retention of best talent, for improving the quality of life?
Where would you rather build your factory, open your regional office, launch or expand your career, or settle and grow your family? Would you prefer somewhere with a dynamic and progressive civil service, or some place with a government bureaucracy that’s stuck in the ancient past?
Government employees who think customer service is only for the private sector have their heads buried in the sand. Quicksand.
Key Learning Point
Don't take `captive customers' for granted. They deserve the best service you can provide. Your payoff may not be in profits, but in the pride and pleasure you give, and receive.
Action Steps
Examine the attitudes and standards you use when serving customers who `don't have a choice'. Be sure they are up the same level you would apply if your job or career was on the line.
Source: Ron Kaufman
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