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Customer Service Training: Increasing Customer Satisfaction
Get five or six people together and there is a good likelihood you’ll hear a story in which someone dealt with a person who really needed customer service training. Most of us believe that increasing customer satisfaction is a primary goal, yet the way we go about it is sometimes spotty or even missing altogether.
What would you give to truly know what your customers think of your service, your product? Even the best surveys and call monitoring give you only sketchy snapshots of the many customer interactions happening every day. Think about this: Especially in customer service, you pay for the training whether you do it or not! That means if you do not do it (or do it poorly) it’s costing you more than the price of the training in lost sales and unhappy customers sharing their experience with others—typically up to 10 times!
Customer Service Training can make your company stand out in the customer’s mind because of your thoroughness, empathy and satisfying resolutions. Your customer service reps can learn how to see things from the customer perspective. To empathize. To respond with warmth.
The ability to do this is a learned skill, something customer service personnel can master with Customer Service Training that brings out their best, most thoughtful self.
Skilled front-line customer service reps help your business achieve important benefits:
- dramatically improved customer satisfaction scores
- loyal customers who share their positive experience with others
- repeat business from customers who “drive by the competition” to get to you
- a reputation for fair treatment in all customer interactions
- increased trust in your “brand” by customers who feel their interests were respected and heard
- a reputation for integrity in every customer interaction
Customer Service Training Training highlights:
- What customers are looking for, first and foremost
- How to demonstrate the empathy that is so critical to good customer interactions
- How to ask customer service questions that will put customers at ease and build trust
- How to use best practices from winning companies to create a “Culture of Customer Service”
- The 5 phrases to remove from your repertoire
- The 5 phrases to always have handy in every customer service interaction
- How to confirm the customer has been satisfied—and will stay satisfied
- How to turn unhappy customers into advocates for your company
Customer Service Training Methodology
Participants in Customer Service Training spend most of their workshop time in practices with coaching and feedback in P2P Videolabs™ – AlexanderHancock’s trademarked process for rapid development of business communication skills. They bring their own real situations to use in the practice sessions.
Participants in Customer Service Training practice actual sales/customer service interactions and receive feedback from the facilitator and peers. They gain insight and skills through customized exercises and case studies.
Customer Service Training Customized Solutions
To ensure that training is not just an “event,” but instead produces enduring results, we customize Customer Service Training to fit your unique situation, business strategy, culture, and people. After discussion with you and other experts within your organization, we select the emphasis, specific skills to be developed, key learning points, exercises, and case studies for practice to create a solution tailored just for you.
Customer Service Training Applications
The following are some of the ways our clients have used custom versions of Customer Service Training
- To model a customer-centered culture around emotionally intelligent approaches
- To create a new norm for handling customer service issues that perpetuates itself
- To increase cross-selling and add-on selling through the use of “customer service questions”
- To reduce escalations through a “one and done” service model
- To create a “customer service improvement loop” that uses customer feedback to improve products and services
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