Wellington Consulting Group
optimizing your human assets                                              

Superior Customer Service Skills

Description

Any company that cares about sales must pay very close attention to customer service. All employees upon being hired should know that customer service is the most important thing that a business can provide, and that effective customer service is a make-or-break factor in sales and the overall success of a business. In highly competitive markets, aggressive vendors are ready to step in and promise customers what they want. If you use phone or web-based tools to provide some portion of customer service, you want to ensure that your customers perceive they are receiving personalized service. So, how do you please customers, cultivate loyalty, and ensure repeat business? Whether your customers are demanding improved help, more attentive service, or better pricing, you need to know how to manage and meet your customers’ expectations.

Audience

  • This power seminar is for anyone who wants to improve his or her customer service skills. You will greatly benefit from this training if:
  • You have received fair or poor feedback regarding your customer service.
  • You have an increasing number of customer complaints in any particular area.
  • You have turnover in your customer service staffing.
  • You are offering a new product, service, or expanded line of existing products.
  • You have turnover in your sales staff.
  • You use phone or web-based tools to manage all or part of your customer service.

Training Objectives

Our customized training on Superior Customer Service Skills teaches the real value of customer service as an attribute of your products and services. With that knowledge, you will learn how to work with other teams in your organization to integrate customer service into your business strategy and sales plan. Participants will have the opportunity to practice with a variety of tools using phone, Internet, and email to assess customer needs and provide useful, personalized responses to customer service requests. You will be able to anticipate and plan for many of the customer service requests you receive. With a plan of action in place, not only will you improve customer satisfaction, but employee satisfaction and team confidence as well.

Upon successful completion of this training, you will be able to:

  • Address incoming customer requests and complaints.
  • Work with dissatisfied clients/customers to generate customer satisfaction and loyalty.
  • Address customers phone or email and provide a sense of personal service.
  • Develop escalation and follow-up plans for major customer issues within the team and with other teams.
  • Use information from client concerns to amend and improve strategy and plans.
  • Create a customer service strategy integrated with business strategy and sales plans.


Delivery Method
Consultant-led presentation with structured personal participation activities.

 

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