Customer Service Training
Entertaining Business Training Programs

Sales training | Management Training Programs | Leadership Skills Training | Customer Service Training | Communication Training | Team Building Training | Safety Training | Sales Consultant Skills Training | Presentation Skills | Coaching for Presentation Skills | Safety Training | Organizational Change Traning Programs | Goal Setting and Time Control | Change Mangement | Inbound Call Center Training | Audit Skills | Training Assessments

Providing Effective Customer Service Example Customer Service Training Program

Read Wynn Solutions customer service article

Key objectives

• Create a customer retention oriented environment
• Make sure basic and cutting edge customer service skills are consistently implemented
• Improve telephone image: establish culture of telephone professionalism
• Establish credibility, reliability and responsiveness
• Develop repeatable telephone customer service process
• Meeting large company expectations
• Build productive hands-on relationships

Suggested agenda

• Goal setting: What does great customer service look like?
• Are your personal goals connected to the company’s goals?
• Time control: doing the worst things first and knowing when to say no!
• Customer focused systems: customer service is not an accident
• The 5-year plan: long-term goals with short- term focus
• What customers really want: Understanding your customer
• Why customers quit doing business with you: The statistics
• What makes big customers different from small ones

The customer is on the line: Telephone skills

• How to create repeat customers
• Why would your customers leave (how you lose business on the phone)?
• What customer’s really want on the phone: solutions and good feelings
• Professional inbound telephone skills: you are the key to your company’s image
• Effective greetings: the studies show what works
• Gathering accurate information
• The super-hold formula: putting people on hold and making them like it
• Telephone Body Language
• Do your customers feel heard?
• Ending the endless call: asking the questions that will complete the call
• The four-Step process for handling difficult calls

Handling your own stress and combating burnout

• How to handle difficult customers
• A little psychotherapy: handling irate callers
• Know-it-all experts
• Indecisive stallers
• Complainers
• People with personal problems: dealing directly with the behavior
• Compassion as a customer service tool
• Men and women: different communication styles
• Salvaging lost relationships (the secret of the top 3%)

Making good customer service happen

• Building trust: in the first 15 seconds
• Identifying needs: the art of negotiations
• Asking the right questions
• Gaining agreement
• Presenting your services as the solution
• Overcoming Objections: building ironclad rebuttals in advance (creating value)
• Knowing when to stop talking
• Empowering customers with knowledge

Listening like an industry leader

• Understanding the selective listening syndrome
• The adultism theory: it’s hard to listen if no one listens to you
• Telephone listing skills
• Do they understand that you understand?
• Some scientific facts

Developing a service strategy

• Specific measurable guidelines
• Customer satisfaction goals
• The 3 things you must do to instill a customer service culture in any business
• List 20 ways you better position your self in the minds of your customers
• Determine how well you deliver service
• Making the customers life easier

Motivation

• What is the great motivator?
• Neurosis is a substitute for legitimate suffering
• Our circumstances do not dictate the quality of our service
• How important is your job?

Wrap-up

• Who learned what?
• Knowledge is not power; implementation is power
• Action creates opportunity

Follow-up program

• Customer service basics: Are we doing the basics?
• What have we learned about the needs of big customers?
• The customer is on the line: Improvements
• Looking at the system: What’s not working

customer service training Exercise
In this facilitated process, participants individually create three customized questions based on the information presented in this segment and role-play with a partner. Then the entire training team splits into two sections: the customer consulting group and service provider consultant group. Each team selects a representative and coaches him or her through a role-playing session. This exercise provides tools on how to move from objections to gaining agreement and gives insights into what we often forget about effective communication when we are in front of customers.