In 69% cases, clients leave and go to your competitor because of unsatisfactory customer service. It is worth mentioning here that a product or service problems discourage only 13% of customers. A dissatisfied client talks about his/her experiences to six people on average.
The key element here is motivating the employees in a proper way and constant monitoring of the customer service quality. It is important to involve the employees themselves in the process of deciding about the customer service – it is them who are in the direct contact with clients and meet them most often and that is why they usually have the best ideas concerning this issue. If the employees have an opportunity to communicate these ideas, they become responsible for the service – they want it to be as good as possible.
Developing Customer Service Excellence
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It is one thing to be willing to offer great customer service, however willingness means nothing without action.
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Employees need to be encouraged to take matters into their own hands and impress clients.
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It’s imperative that employees have the proper attitudes as well as the capacity to take action.
Course Overview
Customer service is a concept, an attitude. The objective for every customer contact should be to create “customer delight.” Understanding and meeting customer needs, being customer focused, and giving quality customer service is a critical success factor in achieving the strategic goals of any organization. This workshop creates awareness of the core competencies and individual actions that are important in the customer’s eyes.
We believe that “customer delight” is achieved by a series of individual actions: how well you listen, the way you anticipate a customer’s needs, how you handle phone or face-to-face contact, and the image you project when you are doing business with them. Through skillful development and implementation, these elements all add up to excellent customer service.
Key Skills to Develop
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Understanding why customers leave and their impact.
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The Importance of Developing a Positive Customer Service Attitude (Almost all problems can be overcome with the right attitude.) Show the customer you can relate and build deeper engagement.
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Using the Questioning Process to Determine Customer Needs and Expectations (How to use open and closed questions to get the real answer!)
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The Art of Listening (How to Build Trust and Respect) Let the customer talk and don’t interrupt! Make the customer feel important!
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Developing a Solution for Meeting and Exceeding Customer Expectations
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Concluding the interaction (Take the time to say thank you and send a hand written note.)
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Handling Difficult Customers (Leverage the clients’ behavioral style to improve and build a stronger relationship)
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Developing Your Customer Service Action Plan (How are you going to improve your customer service starting tomorrow?)
This can be a half or full-day classroom program (based on class size and objectives) or webinar.