Customer Service Training

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• CUSTOMER SERVICE FREE TIPS AND TOOLS

>> Customer Service Sins

>> Customer Service, Even Online

>> Customer Service Loyalty

>> Customers Say the Darndest Things

>> Customer Retention Simplified

• TRAINING PROGRAMS

>> Customer Service Skills

>> Exceptional Customer Service

>> Managing Customer Service

>> Telephone Customer Service

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>> Coaching for Customer Service

• CUSTOMER SERVICE
TRAINING QUOTE

"I consider my ability to arouse enthusiasm among men the greatest asset I possess. The way to develop the best that is in a man is by appreciation and encouragement."
Charles Schwab

Customer Service Training Self Test Check Your Knowledge TRUE OR FALSE
1. People who are successful at customer relations constantly need to be the center of attention.
2. Treating customers as guests means viewing your job primarily as a human relations representative.
3. Guest service employees are at the mercy of their customers, and thus, have little control over their success on the job.
4. Treating customers as guests often means apologizing for mistakes you did not make.
5. It really isn't important to remember the names and faces of your customers.
6. If you have limited desire to please others, you probably shouldn't make a career in service related jobs.
7. How you handle the procedural or technical side of your job can directly affect how you handle the personal side.
8. Knowing the time requirements for providing quality service will help you do a better job.
9. Good anticipation means providing items and services for customers without requiring them to ask.
10. When communicating with another person, it is important to always consider and protect his or her self-esteem.
11. Eye contact has little impact on good communication.
12. Feedback rarely provides the information necessary to do a better job.
13. If you are not careful, working on a computer can adversely affect your attentiveness towards customers/guests.
14. Generally, the attitude you receive from others is the same attitude you transmit.
15. Reading the customer correctly can pay great dividends for you and your organization.
16. Most people simply want fast service and have little need to feel important or be recognized.
17. Body language often communicates more than the actual words you use.
18. When a guest is rude, obnoxious and impolite, it is justifiable for you to return the same behavior.
19. It is really impractical to think that you should try to go one step beyond the expectations of those you serve.
20. Customer complaints should be encouraged.