This Customer Service Training Course is for front line staff dealing with customer service issues. At the end of this hugely popular customer service training course, participants will have a greater understanding of customer needs and expectations. Participants will have the confidence to deal with any given situation in a professional and personal way. Participants on this courseÂ will also gain a practical knowledge of how to provide answers, relate, control and close every customer transaction. This is a very practical hands on course. In fact, once people have attended a ProtrainÂ customer service training course, they will use the techniques they have learnt automatically again and again, as they work so well.
Customer Service Training Course Content
- Professional Customer Service Techniques
- What is Customer Service
- What is a good telephone manner?
- Answering calls - external and internal
- What to say when putting calls on hold or transferring calls
- Closing calls politely
- Providing an Exceptional Service:
- Examining the standards we should be meeting
- Identifying what could go wrong
- Determining how we can exceed customers' expectation
- Considering our Internal Customers
- Communication Skills:
Active listening skills
- How our language and voice determines the way we are perceived by others
- Handling Complaints Professionally, The heart of Customer Service On The Phone
- How to respond when a customer complains
- Turning a complaint into an opportunity
- Identifying the Different Types of Behaviour:
- Aggressive behaviour
- Manipulative behaviour
- Passive behaviour
- Assertive behaviour
- Developing our Assertiveness Skills:
- Getting our message across in a positive way
- How to react when someone responds with aggression
- How to react when someone tries to ignore our message
- Finding a win/win solution
- Maintaining a Positive Attitude
Â Customer Service Training Course DurationÂ One Day
FREEPHONE us on 1800 989 543
"I would like to take this opportunity to thank you and all the trainers for a very successful year of training with us, the feedback for the course Â has been very good and we are delighted it all ran so well.â
Tricia Matthews,Â Training Officer, Human Resources Department, Fingal County Council
Customer service Tips
- Remember there is no way that the quality of customer service can exceed the quality of the people who provide it.
Think you can get by paying the lowest wage, giving the fewest of benefits, doing the least training for your employees? It will show. Companies don't help customers... people do.
- Realize that your people will treat your customer the way they are treated.
Employees take their cue from management. Do you greet your employees enthusiastically each day; are you polite in your dealings with them; do you try to accommodate their requests; do you listen to them when they speak? Consistent rude customer service is a reflection not as much on the employee as on management.
- Do you know who your customers are?
If a regular customer came in to your facility, would you recognize them? Could you call them by name? All of us like to feel important; calling someone by name is a simple way to do it and lets them know you value them as customers.
- Do your customers know who you are?
If they see you, would they recognize you? Could they call you by name? A visible management is an asset. At the Piccadilly Cafeteria chain, the pictures of the manager andÂ supervisor are posted on a wall at the food selection line and it is a policy that the managerâs office is placed only a few feet from the cashier's stand at the end of that line, in full view of the customers, and with the door kept open. The manager is easily accessible and there is no doubt about "who's in charge here". You have only to beckon to get a manager at your table to talk with you.
- For great customer service, go the extra mile.
Include aÂ brief thank you in a customer's package; send a birthday card; clip the article when you see their name or photo in print; write a congratulatory note when they get a promotion. There are all sorts of ways for you to keep in touch with your customers and bring them closer to you.
- Are your customers greeted when they walk in the dooror at least within 30-40 seconds upon entering?
Is it possible they could come in, look around, and go out without ever having their presence acknowledged? It is ironic it took a discount merchant known for price, not service, to teach the retail world the importance of greeting customers at the door. Could it be thatâs because Sam WaltonÂ knew this simple but important gesture is a matter of respect, of saying "we appreciate your coming in," having nothing to doÂ with the price of our merchandise?
- Give customers the benefit of the doubt.
Proving to him why heâs wrong and youâre right isnât worth losing a customer over. You will never win an argument with a customer, and you should never, ever put a customer in that position.
- If a customer makes a request for something special, do everything you can to say yes.
The fact that a customer cared enough to ask is all you need to know in trying to accommodate her. It may be an exception from your customer service policy, but (if it isnât illegal) try to do it. Remember you are just making one exception for one customer, not making new policy. Mr. Marshall Field was right-on in his famous statement: "Give the lady what she wants."
- Are your customer service associates properly trained in how to handle a customer complaint or an irate person?
Give them guidelines for what to say and do in every conceivable case. People on the frontline of a situation play the most critical role in your customerâs experience. Make sure they know what to do and say to make that customerâs experience a positive, pleasant one.
- Want to know what your customers think of your company? Ask them!
Compose a "How're We Doing?" card and leave it at the exit or register stand, or include it in their next statement. Keep it short and simple. Ask things like: what it is they like; what they donât like; what they would change; what you could do better; about their latest experience there, etc. To ensure the customer sends it in, have it pre-stamped. And if the customer has given their name and address, be sure to acknowledge receipt of the card.
Remember that the big money isnât as much in winning customers as in keeping customers. Each individual customerâs perception of your company will determine how well you do this and that perception will dependÂ on the level of customer service you provide.