Customer Service Training
Attention !
Airlines, Travel Agencies, Hotels, Banks, Showrooms and Retail Outlets
If we don't take care of our customers, someone else will. - Unknown
Use the power of customer service to boost your sales and retain customers for life.
How will you get a major share of the business if your competitors are at par with you regarding product, services and price ?
The answer is - through superior Customer service !
Consider this :-- Does a customer service philosophy exist in your organization ?
- Are your employees trained to provide excellent service to your customers ?
- Do you take feedback from your customers regarding the product or service that you offer ?
If the answer is NO to any or all of the above questions, then no doubt your market share will not be what you would like it to be.
So take Customer Care seriously and watch your customers and profit MULTIPLY !
What exactly is good Customer Service ?
In a nutshell, good customer service is service that makes your customer feel special, service that makes him or her want to come back and do more business with your company, and also recommend your business to his or her friends, relatives and acquaintances.
Customer service is the most important factor in any business.
The objective of customer service is to achieve customer satisfaction.
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If you can exceed expectations or create delight, you are on your way to capturing a good size of the market.
Most customers are price conscious. They will switch brands and suppliers for a cheaper product. This can be prevented to large extent with superior customer service. Build a personal relationship with your customers and make it difficult for them to leave you. Use a customer relationship management program (CRM) to build customer loyalty and ensure repeat business.
Some reasons for bad service:
- No customer service philosophy within the company.
- No employee training.
- Indifferent attitude of employees towards customers.
- Poor treatment meted out to employees by management.
- Indifferent attitude of company to complaints from customers.
- Calls not answered within the third ring.
- To be put on hold for more than 3 to 5 minutes.
- Using mental scripts instead of listening to the customer's problem.
- Misinformation causing expense and inconvenience to the customer.
- Over-charging or hidden charges.
- Delays and long queues.
- Promises not delivered.
- Etc.
Never take a customer for granted. Be grateful that he has chosen you to do business with and not a competitor. So, once you have the customer with you, do your best to keep him with you always. It can be done if you are able to deliver more than what he expects each time.
Your sales team may come across many types of difficult customers. Train your team to handle each category of customers well, so that they go away happy, only to return soon with more business for you.
Examples of some different types of customers:
The Introvert customer - He will not be very clear on what he really needs. It will be up to your staff to ask open-ended questions to discover his specific needs.
The Talkative customer - He will be speaking on many matters all the time and will be taking up a lot of your employee's time. Without offending such customers, your staff will have to ask close-ended questions to find out what he wants.
The Angry customer - He is very angry as he was mishandled in some way by someone in the company. Your staff will have to apply certain techniques to calm him down, show respect, empathy, and then ask questions tactfully to identify the problem and quickly offer positive and constructive solutions.
What are some the essential skills your frontline staff should possess to provide excellent customer service ?
- Good grooming.
- Good communication skills.
- Pleasing personality.
- Good social skills.
- Excellent product knowledge.
- Ability to handle technology.
- Good telephone manners.
- Ability to stay calm under pressure.
“In business, you get what you want by giving other people what they want.”-- Alice Macdougall
Enrol your sales team in our Customer Service classroom trainingand watch your business grow !!
Join Now ! Call 0471 2724565 0r 2314810 NOW
