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Customer Service Skills Training:
The
Customer Service Training Institute has enjoyed
over 25 years of successfully specializing in interactive,
fun, skill based
customer service
skills training seminars.
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
Skills Training workshops 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 Skills to Keep The Customer In Your Sights
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.
Sometimes we get so caught up in making a living that we forget what life is all about: helping and sharing with people. And it is this – to help people – upon which customer service is based. That’s why the art of customer service is the greatest profession in the world.
We’re in the people business, and we’re only successful if our customers are happy and satisfied with our services. This is because a professional customer service individual comes to work for one reason and one reason only: to be of service to the customer. It’s impossible for a successful customer service professional not to be successful at helping others.
And considering the state of current affairs, customer service performers are in a unique position to help the lives of the customers they touch – and the health of the nation’s economy. Now, more than ever, our customers need our help – not only from the benefits resulting from our products and services, but from the strategies, knowledge, expertise and the empathy we can share.
As a professional customer service performer, however, when you contemplate negative possibilities, consider your opportunity – and your obligation – to help minimize these potential negative effects. We will all encounter customers who are fearful. You must ease your customer’s fear, uncertainties and doubts, and help them understand that you and your company are there to restore their comfort.
As a professional CSP, you know that understanding a customer’s fear, uncertainties and doubts and successfully easing them can be a major challenge. What’s the best way to handle general apprehensions your customers have?
First and foremost, put yourself in their position. Before making any recommendations or offering any suggestions, ask yourself, “How would I want to be treated if I called a heating and air conditioning company?” “What would I need?” “What would I want to hear?” “What would I be grateful for?” “What would I, as an expert in being helpful, know to expect or request?” Spending even a few seconds prior to each customer contact to get truly focused on being of service to the customer can make all the difference.
Second, if you haven’t been doing so already, I strongly suggest that you become a friend to your customers, as much as possible, in concert with being a professional CSP. Realize that common concerns may now be more urgent, traditionally “little” things may become gigantic roadblocks if not handled appropriately. Being a friend and being a customer service professional share many similarities, most notably the desire to help our “friends” solve their problems or challenges. Handle these “little” things with empathy, care and compassion, and put in a little extra effort for your customers.
And finally, learn the most valuable skill of customer service: the skill of listening. Good customer service professionals are good listeners. Be aware that many of the concerns your customers share might just be venting steam. Perhaps you’re the person who can provide the outlet to let them just express their feelings. Remain cognizant of this and resist the temptation most salespeople succumb to: the temptation to immediately talk and to become a problem solver. One of the most rewarding truths is that it really is possible in the same moment to be both a professional CSP to your customer and friend.
As a professional customer service performer, be helping your customer with absolute dedication and integrity, you’re giving back to your customers, who benefit directly from your knowledge, expertise, effort and empathy. And just as important, in your role as a professional CSP, you’re doing all that you can to help your customers be comfortable, healthy and safe in their home.
Source: Mike Treas
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Related: Customer Service Skills
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