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One
common misconception is who really needs customer service skills. When
it comes to training customer service fundamentals, there are two
schools of thought. The first is very shortsighted and if adopted,
carries the risk of causing increased customer problems. That school of
thought says only train those people who handle customer disputes and
problems.
The
second school of thought is that everyone should have these skills
because everyone in a company is involved in some aspect of the customer
experience. Though we might be a shade biased here, we whole heartedly
agree on this school of thought. Here's why:
Customer
service is more than helping someone with a purchase or resolving a
problem. The customer experience includes EVERYTHING from the first
contact with the customer to after sale support and problem resolution.
If something should go wrong anywhere in the process, an angry or
dissatisfied customer might be the result.
By
training customer service staff and all other employees, we get everyone
in the company aware of how what they do every day might impact the
customer. Everyone learns the best way to interact with people and the
best way to approach problem resolution as well as sales. Everyone needs
to possess these skills in order for everyone in the company to "be
on the same page" with everyone else.
If you think we
are misguided in our views, here are a few basic examples of how only
training customer service staff will impact the entire customer
experience:
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A customer purchases a product
but someone in the billing department makes a mistake and charges
the customers account double the cost! Do you think this might
effect the customer experience?
x
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A customer purchases a large
product and arranges for delivery. The delivery person shows up 3
hours late, does not call the customer to inform them, and is rude
when he does arrive? Do you think this might effect the customer
experience?
x
-
A customer
purchases a product from your store and a month later it needs
service. The service tech tells the homeowner he repairs a lot of
these models and that it is a piece of junk. Do you think that might
effect the customer experience?
We can go on and on about how the actions and words of anyone who is
involved anywhere in the customer experience can have a profound effect
on how the customer feels about your business. training customer service
staff without others is a disaster waiting to happen.
Training
Customer Service & Acting Proactively
Now let's switch gears a bit and think proactively. If all employees and
management is trained in customer service, they can act together and
help redesign processes and procedures to make them more customer
friendly. They can identify potential problem areas and make minor
changes to improve the customers perception and satisfaction.
This is important because the very best way to reduce problems is to
address things BEFORE they become problems. Customer service training
teaches us how to think like customers and how to be aware of things
that are important to the customer that you might be unaware of. By
being able to place yourself in the position of the customer, you can
more easily identify potential problem areas and change them before they
cause trouble.
Acting proactively allows you to remain ahead of future problems. It
also helps you avoid the one pitfall many businesses are guilty of:
You
Cannot Afford to Give Your Customer
ANY Reason to Look Elsewhere!
Fortunately, it is easy to give your customers the treatment and
experience they deserve and demand. In fact, it is easier than most even
imagine! Our customer service training materials can give you the
knowledge and "the edge" you need to perform at your very best
and they can do it in minutes a day or week! Training customer service
personnel and others has never been easier!
Our customer service training is self-paced which means you train at the
pace that fits you best. You don't get bored, lose focus, or let
valuable information pass you by/ That is just not possible with a
seminar or structured course. In seminars, when things go too slow, some
get bored. When the pace is too fast, some lose information. There is no
one perfect pace that fits everyone.
Then there is the issue of time. Most of us don't have very much free
time and certainly do not want to take off work or use vacation or
personal time to attend a seminar. Our customer service training
eliminates that because you train when YOU want and for how long YOU
want. In fact, if you can give us 15 minutes a day, you can get the
skills you need to succeed!
For
many of us, there is the issue of cost. In today's economy, there are
not a lot of people or businesses who can afford a $300-500 customer
service training seminar. Because of this, many people do not get the
customer service skills they need to succeed. The fact is, they think
they cannot afford it! Well, our customer service training is very low
cost. Our customer service training manuals are priced well within
anyone's budget and they represent a truly amazing value!
But please do not confuse low price with low quality. Our training
manuals represent top quality customer service training written in a
style that everyone can easily read and understand. They require no
previous or special knowledge or education. The content applies
virtually to any industry or occupation and the skills therefore are transferable
when and if you change jobs.
Last, but certainly not least, there is the issue of urgency. Some
people wait months for a seminar or class to be given in their area.
Valuable time is lost, as well as loyal customers, when people try their
best without these critical skills. Our customer service training
manuals, however, are delivered digitally to you within minutes of
purchase. In fact, you can purchase your training materials in the
morning and make meaningful and lasting changes the same afternoon!
Customer
Service Training Gives You An Amazing Edge!
Your customers, co-workers, associates, and others in your life all want
one basic thing. They want to be treated in such a way that they feel
appreciated, valued, and respected. That is all common sense and no one
will dispute that. However, few people realize just what goes into the
perfect customer experience. They also do not realize how just one word,
phrase, or action can ruin an entire customer experience!
Most of us want to perform at our best and we make the effort to do just
that. But, the fact is, we just don't realize the "little
things" we do each and every day that sabotage our efforts. Not big
mistakes but "little errors" that can cause our customers to
go elsewhere next time. That's where customer service training comes
into play.
Customer Service Training teaches us how to properly interact with
customers. It shows us how analyze a situation, choose the right words
and actions, and also guides us through doing those little things that
help create satisfied customers for life! Just one little change may
make all the difference in the world to your customers!
Imagine the "edge" you will have over other everyone else when
you know what your customers or co-workers need and also know the best
way to provide it to them! The benefits are amazing. Better performance,
less stress, higher perceived value, and more desirable in the workplace
are just a few. But for most of us, there is one benefit that stands out
most.......
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