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Service (adj): - work performed by one who serves as in good service; help, benefit as in glad to be of service |
The Difficulty:
• Delivering good service consistently
• Going above and beyond yourself and the competition
• Lost customers
• Slow or non-existent service
• Poor communication
• Poor listening habits
• Not understanding customers’ needs
• Serving the difficult customer
The Solution: Customer Service Training
Successful business depends on Customer Service. It is essential to understand that every employee is involved in customer service. Everyone in every organization is a customer of some kind. It has been proven that customers would rather switch to another company than tolerate poor service. Research indicates, even if there is no conflict, over 60% of all customers quit dealing with a business because of indifference on the part of some (one) employee.
The ability to interact effectively with customers may be the critical difference between success and failure in our work life. Effective customer service begins with an accurate perception of our own work behavioral style. This report was designed to quantify information on how each employee sees his/her own behavior in the workplace. That information may then be used to learn how others perceive your behavior. This knowledge will assist you in formulating strategies in meeting customer needs.
• Understand your customer service style
• Understand how to project the right image that allows you to
control customer service situations
• Learn how to identify types of customers and the strategies you
need to meet their needs
• Learn how to better understand and serve upset customers
• Develop your own customized action plan for better customer
service
Format: Customized to meet your needs
Follow-up: Additional periodic in-dept training, self-learning CDs with exercises and testing, one-on-one or group coaching, conflict resolution sessions.
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