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:
Listening to the Language to Sharpen Customer Service Skills
I called an electronics company last week to arrange repair of our television. The automated answering system offered these three options:
For Sales, press 1.
For Technical Support, press 2.
For the Office of Customer Delight, press 3.
I pressed 3 and was connected to a customer service professional that quickly took care of my needs.
What surprised me was not only the polite efficiency of the customer service staff, but the name of menu option 3! What an excellent display of customer service skills!
Listen to this evolution (in some industries it's happening quietly over several years): the Product Repair Center became the Product Service Center which became the Customer Service Center which was renamed the Customer Care Center - whichat this company is now called the Office of Customer Delight.
Can you hear the difference? Of course you can. Language makes a difference and shows excellent customer service skills!
What do you call the departments in your organization? The Office of Credit Control sounds quite different than The Department for Credit Approval. The financial criteria may be exactly the same, but the underlying attitude toward your customers is not. The right words can show off exceptional customer service skills.
Position titles also matter. Sales Manager is a common title, but how many customers want to be "sold"? Business Development Manager might be better, but business development is your company's concern, not necessarily your customer's.
So what should you call that important job of closing sales and making deals? Guarantor of Client Success? Bold Champion for Customer Value? Supreme Supervisor of Spectacular Service?
How creative can you, or should you, try to be to sharpen customer service skills?
Key Learning Point
Department names and position titles send clear messages to your customers and your customer service staff. Make sure your company language promotes success and a customer-friendly point of view. Remember, language makes a difference in portraying your customer service skills!
Action Steps
Review the names of all offices, positions and departments in your organization. What point of view is embodied in each? If your terms are industry jargon, internally focused, customer unfriendly or simply out-of-date, it's time to make a change and put forth better customer service skills.
Note: This approach makes sense for people who have contact with external customers, not necessarily for those who work deep inside highly technical organizations. For example, the person whose business card reads: "Technical Software Specialist, XE73 Packet Switch" should probably be called just that!
Source: Ron Kaufman
link
Related: Customer Service Skills
|
