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
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Customer Service Training:
Customer Service Seminar: Customer Service Seminar Speaker Says "Provide Rich Feedback & You'll Increase Customer Satisfaction"
What is it that makes one customer service rep consistently fantastic and effective, while the person in the next cubicle is merely average, or worse?
It isn't a matter of a single trait that can be glibly labeled enthusiasm, or sincerity, or caring.
I've identified no less than twenty five things that account for customer service success, and they're all behavioral. For one thing, great reps not only ask, "How may I help you?" but they do this with an ascending tone that conveys the impression that "I really WANT to help you!"
When customer service reps know exactly what to do, when to do it and how to do it, they have one half of the puzzle solved.
But the other half is receiving ongoing customer service feedback from customers, supervisors, and themselves that makes them aware of how they're doing, moment by moment, that is also essential to success.
Like driving a car well, it's not good enough to merely point your vehicle toward your destination. Once you're underway, you have to adjust to the road, to traffic, to your own impulses to jump lanes or pursue detours and short cuts, and even to the time you have allotted to reach your customer service goal.
Yes, you can put your mind on auto-pilot and daydream your way through customer conversations, much like breezing down a highway on cruise control, but you'll be safer and less likely to get lost if you're paying close attention to your progress, second by second.
One of the basic problems associated with monitoring, measuring and managing customer service is the fact that reps, and their trainers and managers, are not classifying properly what's making a significant difference in their conversations.
Moreover, they're clueless about discerning which customers are strongly versus weakly satisfied as those conversations end. Customer reactions need to be scaled for intensity.
For example, do they "recommit" their business at the end, signaling loyalty and an explicit intention to come back again and do more business with your firm? If so, how strongly do they express it?
Likewise, if they thank you, what is the "magnitude of their gratitude?" Is it a one, two, three, four, or a zero?
Without clearly defined indicators, and accurate and quick feedback, customer servers can't really improve. Moreover, they're more likely to perceive their tasks as "thankless" while avoiding responsibility for customer service outcomes.
Salespeople, surgeons, and sports stars improve their skills and outcomes through feedback. Why shouldn't customer service folks excel through this device, as well?
When you provide rich customer service feedback, you'll be on the right path to improving customer satisfaction.
Source: Dr. Gary S. Goodman
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