Customer Service Training

Customer Service Training

• 1.
  Customer Service Training Introduction – Metamorphosis Marketing The Aim This training session will give you the knowledge and skills to implement a programme of Customer Service Excellence throughout your company.
• 2.
  Objectives Once thisworkshop is completed participants will be able to:  List key elements of customer service.  Outline & explain 5 basic needs of customers.  Identify the everyday practices needed to provide excellent customer service.  Demonstrate how to make a positive impression.  List steps require to commence the problem solving process in customer service  List the benefit of providing excellent customer service.
• 3.
  3 Key elementsof Customer Service Expand your definition of service Identify your customer Develop a customer friendly approach.
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  5 Basic needsof a customer 1) Friendliness – courtesy & politeness 2) Empathy – appreciate customer wants/circumstances 3) Fairness – adequate attention and reasonable answers 4) Control – influence on the outcome 5) Information – product knowledge in a appropriate and time sensitive manner
• 5.
  Everyday excellent customer service practices Be on time, open on time, deliver on time Provide your customer with options or alternatives. Communication: stay in contact with you customer. Go the extra mile. Express empathy with an upset customer. Treat customer as the most important part of your job. Introduce yourself and provide contact details.
• 6.
  First Impressions PositiveImpression Negative Impression  Friendly  Offer immediate assistance  Neat & presentable  Quick problem solving  Use of pleasant tone  Taking personal responsibility for customer  Use customers name in conversation  A genuine smile Making customer wait Ignoring a ringing phone No Manners – please & thank you Speaking loudly Speaking in condescending tone Facial expressions – frowning/acting distant/no smile No handshake Focus elsewhere
• 7.
  10 interpersonal actionsto make an impression 1. Smile 2. Eye Contact 3. Appearance 4. The hand shake 5. Be attentive 6. Tone of voice 7. Hand gesture 8. Personal Space 9. Posture 10. Observation
• 9.
  Problem solving process When providing excellent customer service – handling a complaint means accountability, responsibility, and taking action to satisfy the customer.  Listen without interruption giving the customer your full attention.  Behave appropriately without aggression and without arguing.  Do not make excuses  Thank the customer for drawing your attention to the problem.  Express sympathy and full understanding  Take action to resolve the issue.
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  Resolving a complaint Ask Questions Identify needs Explain Discuss options Take action Follow up Happy Customer
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  Good customer servicePoor customer service Customer will spend up to 10% more for the same product/service. When customers receive good customer service they tell 10-12 people There is an 82% chance customer will repurchase for a company where they are satisfied. They tell up to 20 people and perhaps even more if they air their grievances with your company on social media. There is a 91% chance that poor service will dissuade a customer from going back to a company.
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  Benefit of ExcellentCustomer Service Satisfied Customers Customer Retention – excellent customer service that wins you a customer for life. Improved confidents of staff members Improved staff morale Better teamwork Increased profits
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  Contanct @jomullmarketing MetamorphosisMarketing Wwwmarketingbyjo.com