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Every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company serving the people who buy your products. Perhaps you’re an accountant serving the employees by producing their paychecks and keeping the company running, or maybe, you’re a company owner serving your staff and your customers.
This course will look at all types of customers and how we can serve them better and improve ourselves in the process.
Your attitudes and manners are as necessary to customers as the products or services your company provides. From the customer’s perspective, your business must provide customer-focused service. In this course, you will learn how to optimize customers’ experiences for your customers.
It is safe to say, most businesses you deal with fail to deliver superior customer service. No one was born knowing this skill…it is a learned trait. You cannot expect to provide the kind of customer service that wows your customers if you do not train to do so.
In Module One, you will learn:
Customer service means different things to different people. To some, it means going beyond what’s expected of them. To others, it means adding value and integrity to every interaction. To others, it means taking care of customers the way you would take care of your grandmother. We might all define customer service a little differently. Still, we can all agree on one thing: to provide great customer service, you need to put energy and enthusiasm into your interactions with customers. Great customer service begins with a great attitude.
What are some of the qualities of customer service professionals?
In Module Two, you will learn how to establish your attitude, how to be in the know, behavior that turns-off customers, what you can do right away to improve customer service, and courtesy counts.
To establish a productive relationship with your customers, you must develop excellent communication skills. Effective communication skills have three components, listening skills, verbal communication skills, and non-verbal communication skills.
In Module Three, you will learn communication skills, how to provide excellent service through effective communication, listening skills, seven ways to listen better, asking good questions, verbal communication skills, and the seven c’s of communication.
The first step in improving customer service is determining what customers value in their interactions with your organization. What do they want? What do they need? The most obvious way to find out what customers want and need is to ask them. Businesses spend lots of time and money surveying customers, and they often come up with valuable feedback. Still, the people on the front lines of customer service, people who interact with customers daily, can gain useful insights into what customers value just by listening to and observing them.
The next step, once you have identified customer needs, is to commit yourself to meet them. But you can’t stop there. To provide exceptional service, you need to go the extra mile to show customers how important they are to your organization.
In Module Four, you will learn how to identify and address customer needs, understanding the customer’s situation, staying outside the box, meeting the basic needs of customers, meeting the special needs of customers, going the extra mile, and measuring your customer efforts.
People who have been in business for a while know the value of return business. Experts believe it costs at least six times more to attract new customers than to keep existing ones. If you think about advertising and salespeople’s cost, you can see why winning a new customer is so much more expensive.
Your customers are like everyone else. They want to feel appreciated. If they feel you have forgotten about them as soon as a transaction is complete, they may take their business elsewhere. On the other hand, if you show a genuine interest in keeping in touch with them and meeting their needs, they will keep coming back. We all like to do business with companies we know and trust. You should strive to be that kind of company.
In Module Five, you will learn how to maintain happy customers, follow up, address complaints, what customers do not want to hear, the L.E.A.R.N. model for handling complaints, turn difficult customers around, and recovering from a service breakdown.
In-person interactions provide a great opportunity to build rapport with customers. When you talk to a customer on the phone or exchange emails, it can sometimes be difficult to get a sense of what the other person is thinking and feeling. But when you talk to a customer in person, you get constant feedback, both verbal and nonverbal. It’s easy to tell if you are creating the right impression.
In Module Six, you will learn in-person customer service, dealing with at-your-desk requests, the advantages and disadvantages of in-person customer service.
When you talk to someone in person, body language makes up a large part (some would say more than half) of your message. But as soon as you pick up the phone, body language becomes irrelevant. The success of your interactions depends almost entirely on your tone of voice and your choice of words. Getting these things right isn’t easy, but with a little practice, anyone can learn how to provide excellent customer service over the phone. Customers hear your smile through your voice.
In Module Seven, you will learn to give customer service over the phone, telephone etiquette, handling complaints by phone, and the advantages and disadvantages of telephone communication.
Most customer interactions are taking place online or by email. Younger people, in particular, prefer to do much of their business online rather than in person. But online and email interactions have limitations. To provide excellent customer service online or by email, you need to understand what works and what doesn’t and make the most of available tools.
In Module Eight, you will learn to provide online and email customer service, the advantages and disadvantages of electronic communication, understanding netiquette, tips and tricks, and how to eliminate electronic ping pong.
One of the challenges faced by customer service staff is dealing with difficult customers. Sometimes customers have a legitimate reason to be upset, and sometimes they don’t. In either case, the customer service staff must be prepared to deal with difficult customers and find ways to win them back.
Whether the problem is caused by the customer or by the company, what is important in any contact with a difficult customer is what you do to resolve the problem and how valued you make the customer feel.
When a customer complains, look at it as an opportunity to improve.
In Module Nine, you will learn how to recover difficult customers, steps to effectively handle difficult customers, de-escalating anger, establishing common ground, setting your limits, and managing your own emotions.
Providing great customer service does not mean you have to put up with threats, intimidation, or vulgar language from customers. If customers are out of control, you need to take over the situation and protect yourself.
In Module Ten, you will learn to understand when to escalate, deal with vulgarity, cope with insults, and deal with legal and physical threats.
For the customer service representative, this two-day class examines who we are and what we do as a customer service representative. We analyze our attitude and communications skills and take a hard look at what our customers need. We learn customer service skills whether delivered in person, over the phone, online or by email. Finally, we learn how to handle complaints and difficult customers.
For managers, we discuss how to manage the customer service program to build a motivated customer service team.
For policymakers, we examine how company policies can impact customer service. In the vast majority of cases, company policies are responsible for customer dissatisfaction. Policies made for what is most convenient and profitable for the company, with little consideration on how they impact the customer relationship, can have a devastating impact on customer retention resulting in declining sales. Poor customer service policies will also affect employee retention. Employees consistently forced to deal with angry customers will soon seek employment elsewhere.
In the Call Center Customer Service Training course, you will learn the importance of one of the most straightforward, least complicated, yet often overlooked aspects of using the telephone to provide a service to customers…customer satisfaction. Your attitudes and manners are as necessary to the customer as the service processes.
In the Customer Service in Healthcare Training Course, you will learn the importance of one of the most straightforward, least complicated, yet often overlooked aspects of delivering health care…patient satisfaction.
In the Customer Service Training for Government Employees Course, you will learn best practices in providing assistance, advice, and support to those people needing services to ensure they have an easy and enjoyable experience.
In the Hotel Customer Service Training Course, you will learn best practices in providing assistance, advice, and support to those people who use the company’s services before, during, and after the sale to ensure they have an easy and enjoyable experience with the company.
Print 🖨 PDF 📄 Is Poor Customer Service Destroying Best Buy? Share on facebook Facebook Share on twitter Twitter Share on linkedin LinkedIn Share on pinterest Pinterest Share on reddit Reddit Share on stumbleupon StumbleUpon As the executive director of a business school, I get to choose the classes I teach, and one of my favorite classes is customer service.
Print 🖨 PDF 📄 THE UNHAPPY CUSTOMER Share on facebook Facebook Share on twitter Twitter Share on linkedin LinkedIn Share on pinterest Pinterest Share on reddit Reddit Share on stumbleupon StumbleUpon Our Executive Director recently commented on the issue of unhappy customers who never seem to be satisfied. We want to share his comments and those of some of the people participating.
Firms investing in employee training, compared with those that do not, experience an average of 24 percent higher gross profit margins and 218 percent higher revenue per employee. Trained employees improve your bottom line by saving you time and money through improved performance and productivity.