Customer Service Training Classes:
The
Customer Service Training Institute has enjoyed
over 25 years of successfully specializing in interactive,
fun, skill based
customer service training
classes.
At
the conclusion of our
customer service training
class
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 classes 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 Class: Increase Sales by Improving Customer Service Communication Skills & Knowing the Purpose of Business
Logic tells us that to increase sales begins by consistently improving customer service communication skills and knowing the purpose of business. However, during the last several weeks, I have noticed some consistent inconsistencies with companies who wish to increase sales.
First, communication is truly a problem within most organizations from the single reception desk to the multiple persons call centers. For example, given that my name is somewhat long and somewhat difficult to pronounce, Leanne Hoagland-Smith, I have made a definite and conscious effort to speak slowly and clearly when giving my name. However, over 80% of those customer service personnel who take my name make me repeat it at least two times. The issue is not my speaking clearly, but rather the customer service person not focused on hearing what I, as the customer, have spoken. What has happened is the creation of two habits (attitude of thoughts), one of asking for the name and the second not listening for the response.
Second, continuing with the communication problem is one of language and accents. Hearing someone with a non-English accent creates an attitude in me as well as many others because of past communication problems. If non-English individuals are to be employed in customer service call centers, then training should be given to ensure that their accents are not an obstacle to improving customer loyalty. The presumption that the customer should understand the business needs is false because I as the customer believe that the business should understand and more importantly meet my needs. After all, I, as the customer, am the one spending the dollars to purchase the product or service.
Third, what is the true purpose of business? Recently, I tried to purchase something from an infomercial and discovered that I had to sign up for monthly billing that could be cancelled at any time. Given that I knew my usage of this product's 30 day supply would extend beyond 90 days and with my schedule requiring me to be out of town on a regular basis, this policy was not customer service friendly from my perspective. Additionally, beyond mortgage, car and credit card payments, I prefer not to have a company debiting my account on a monthly basis. If the purpose of business is to create loyal customers through the sales of quality products supported by exceptional customer service, then this company demonstrated a fundamental lack of understanding the purpose of business.
Increasing sales is, in many cases, quite simple if management truly understands the purpose of business and communicates that purpose consistently through the consistent alignment to its strategic plan. Of course, if there is no strategic customer service plan, no vision, no values, it does not matter if there is a mission because the desired results of increased sales will continue to allude the organization.
Source: Leanne Hoagland-Smith
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