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 Training: Technology Is Not the Substitute to Build Extraordinary Customer Service & Loyal Customers
Have you ever customer service experienced the impact of technology when trying to resolve a customer service issue? You listen to an automatic message that:
Will not give you a real person
Consistently repeats known information
Causes you to hang up to repeat the call in process
Creates unreasonable anger
Wastes a lot of your time
At the end of this process, you are even more upset than you were before you made the phone call. Now you have a real bad attitude!
Or have you ever spoken with a customer service person or a sales person (they are one in the same) who blamed technology for the problem? My response to when that happens is That is your problem, not mine. So what are you going to do to resolve this issue?
Technology today is no different than years ago when people blamed the U.S. Postal system or the freight company because something that was supposed to happen did not happen.
Many managers believe if they tell their customer service people to blame technology that this is a reasonable explanation and will appease the customer. This is definitely a wrong assumption because today's buyers are:
Far more knowledgeable than those of 50 years ago
Still smart enough to know when they are being lied to and deceived
What would happen if the customer service representative to C-Level executive took immediate responsibility for the problem? Would you feel better as President Harry Truman said The buck stops here?
Most individuals know that technology is not at the level of development where it is self-aware in that it creates its own programs, policies and procedures. A human being is still in control. Technology is only a tool to improve the quality of the customer service customer service experience.
So if you want to increase sales, improve customer service and develop loyal customers take action today by accepting responsibility for problems. Then work with the customer to solve the problem. You will discover an increase in sales because you now have a satisfied customer who generating business referrals. And referrals are the best source of new business, bar none.
Source: Leanne Hoagland-Smith
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Related: Customer Service Training
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