| We are all in the people business, especially those in customer service. Studies have shown that success
in business is 85% people skills and 15% technical skills. This means your customer service personnel need more soft skills and fewer technical
skills. Your business is not what you sell, but who you serve. In our customer service training seminars we teach people how to maintain
a positive and helpful attitude, how to show a friendly face and how to handle difficult customers. In addition to complex customer service
training, we train basic concepts like how to project a smiling voice, how to develop pleasant vocal qualities, how to soothe an irate customer, how
to be courteous over the phone, how to develop rapport with customers and how to up sell and cross sell the company's products and
services. Our best advice is to hire for attitude and train for skills.
Our customer service training teaches your people to make superior customer service their number one priority. Our customer
service training shows them how to choose a positive attitude and maintain it though out the day. The simple truth is that how you think about the customer is how you will treat them.
In our customer service training seminars we stress consistency: Customers return because they like what happened the last time. At our customer service training seminars
we show your people how to set high service standards and live them every day. We stress teamwork, commitment to the company's values. There's no
doubt about it, good customer service is as simple as common courtesy. But common courtesy can be hard to find these days. Everyone at your company
must treat the customer as an individual and as a friend. Customer service and employee attitudes will make or break a company. Your customer service personnel must
show up every day with a positive attitude and a focus on creating customers satisfaction with every contact.
 Customer Service Training
Learning Points: - Customers will forgive mistakes but not bad attitudes or bad manners
- Poorly treated customers spread the word.
- Customers will take their business elsewhere without a second thought.
- Exceeding customer expectations is the key to building customer loyalty
- Be aware of cultural differences and diversity issues
- Remember the customer rules--he makes your paycheck possible.
- Attitude is everything. You can choose how you respond to any remark.
Some of the themes we emphasize include: Attitude - Consistent Performance - Customer Service WOW - Diversity- Employee Motivation- Fun Working Environment
and Teamwork One of the simplest concepts we stress is to treat your customers as you would a guest in your home. No matter how large or small a business is, its success depends on the level
of service it delivers to its customers. The choice is always ours. Do we treat them as an interruption in our day, or as a welcomed guest? Treating customers as guests is as simple as:
- Sincerely welcoming them
- Using their name frequently in conversation
- Taking care of their needs and concerns
- Thanking them for their business.
- Inviting them to come back
Customer Service Skills or "soft skills" are some of the most sought after skills
by personnel managers and Human Resource people. Did you know that less than 10% of what we communicate to others comes from words? Body language and facial expressions communicate more than spoken words.
We teach your people the relevant Neuro-Linguistic Programming techniques that show them how and why people act as they do and how to use these
techniques to improve communication..
Customer Service Training
Good Personal Interaction or Customer Service Skills Allow You To:
Accomplish More In Less Time Enjoy your work rather than seeing it as drudgery Create less friction between you and customers and supervisors Earn more money and have greater job security Perform at a higher level Increase
your value to your employer Close more sales
and increase smaller sales Improve your efficiency and
reduce stress in your job
Learn the basics of Customer Service and develop an understanding of why these skills are so important. Our
customer service training is a great tool for first time employees and those returning to the workforce. It is also a great aid for long time employees that are used to doing
business "like they did in the old days". Customer Service basics allows the first time worker or seasoned professional to understand and implement basic customer service skills. We teach Customer Service Basics.
Successful managers realize the importance of the properly trained customer service employees that directly
interact with customers on a daily basis. These individual have a unique opportunity not available to other people in the company. They have the
opportunity to interact with customers on a face to face basis and help promote and represent the company. How effective they are depends on the quality of
customer service skills these employees have at their fingertips. What kind of contact do you think is more beneficial in building customer
satisfaction? A form letter or card or a friendly greeting by a delivery person, clerk, receptionist, or other employee? Obviously, the personal and human
interaction is vastly superior. A positive approach from these people will help develop and secure long-term relationships with your customers. A negative
approach, however, will have just the opposite effect! The difference is dependent on the quality of customer service skills your employee possesses.
The way your company is represented by your employees will determine how your customers feels about your company. Will they appreciate the way you do
business or will they think about looking elsewhere for their future business? The difference is your long term success or failure. Because of this, all
employees must know how to properly interact with your customers. This is where customer service training skills become so important.
If you are a
front-line customer service employee, a manager who manages front-line people, or an owner of a company, take advantage of the opportunity to provide you and your
employees with quality Customer Service skills. Help take the steps you need to insure that your employees represent your company in the correct manner!
We teach your customer service people these skills: - Telephone etiquette, politeness, courtesy, good phone manners
- How to quickly build trust & develop rapport with customers
- Active listening skills and the power of closed lips
- Problem solving and how to resolve conflicts
- How to defusing anger and turn the customer around
- Stress control
Our Customer Service Training Seminars
As a customer service manager, customer service representative or administrative assistant,
how you treat your customers is your most valuable activity. At our customer service training seminars we know that if you don't treat your
customer the way you would like to be treated, then you are missing an opportunity to maintain and then grow your business. If you
want to increase your customer service effectiveness you will need to learn to prioritize tasks and activities, eliminate negative
behavior, and meet your customers needs. At our customer service
training seminars participants will focus their efforts on learning tasks that help them to best meet their customers needs. Customer Service skills
includes determining what to do and how to manage the customer interchange. At our customer service training seminars we will help
participants with their customer service challenges. Our learning systems seminars are activity driven and through the use of
practical self management skills, exercises and games each participant will learn to solve their customer service challenges. Our customer service training seminars teach by doing. They are
15% lecture and 85% hands on activities. Participants learn by doing and not by being told. Exercises are practical, realistic,
fun and skill based. Customers are the life-blood of any business so providing
great customer service is critically important. Customers expect the same quality that they would expect to receive. Keeping the customer satisfied
needs to be the goal of everyone in the organization. STA teaches the powerful tools that guarantee that participants gain the insight into client behavior and learn the effective
tools for creating lasting client satisfaction.
Participants in the customer service training seminars learn to: - Learn and practice handling difficult objections
- Shorten the sales cycle for first time callers
- Gain valuable insights into client concerns
- Handle incoming call complaints
- Learn to be proactive rather than reactive
- Learn to show empathy
- Gain agreement from unhappy clients
- Work as a team when dealing with customer concerns
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