| Customer Service (Training Modules) |
Each of the training module mentioned below is based upon concepts of Inquire, Involve, Innovate and Impact.
How we inquire into your team member engagement strategy, involve all levels of your organization in its execution, innovate outside-of-the-box interventions to imbed your strategy into the daily fabric of your operation so that, together, we can impact behavior to get the results you want.
Attitudes for Service
The foundation of creating a customer service culture is understanding expectations, going the extra mile, and being a customer advocate. Applying behaviors of helpfulness, genuine interest, and respect moves customers from hostile or ambivalent toward supportive and enthusiastic.
Complaint Resolution
There are two aspects of complaints: emotional and rational. Resolving complaints requires dealing with both by clarifying complaints, lowering anxiety for both parties, using practical guidelines, and applying a process that deals with both emotional and rational factors to build even stronger customer relationships.
Create Loyal Customers
This module gives participants a greater understanding of why customers defect, a way to examine their own beliefs on customer service, six keys to delivering extraordinary service, and techniques for building relationships and following-up with customers.
Cross and Up Selling
Cross and up selling creates higher value for you and your customers. People will feel more comfortable selling when they understand how to show added value, know how to ask the right questions, gently open the door for opportunities, and help buyers benefit from buying more.
Effective First Impressions: Face to Face
The starting point for the entire customer service process is meeting and greeting the customer. The vital first moments with the customer set the tone for the entire interaction. By energetically and professionally welcoming your customer, you make successful customer interactions not only possible, but probable.
Internal Customer Service
Building cooperation between departments reduces stress and adds value. Elements include identifying upstream and downstream internal customers, analyzing their wants and needs, and creating open communication to identify and act on specific process improvement opportunities.
Referrals
People fail to request referrals for a variety of reasons: it?s not their job, they don?t know how, don?t want to seem pushy, or just forget. You can overcome these challenges by identifying benefits for you and customers, communicating value, and knowing who, when, and how to ask.
Telephone Skills Inbound
Customers call about problems relating to your products, processes, and services. You can build stronger relationships with these customers by applying effective telephone techniques, calming irate customers, and applying a three step questioning process to respond and resolve their issues.
Telephone Skills Outbound
Outbound phone calls are made for a variety of reasons, including selling, conducting surveys, service follow-up, promotions, prospecting, and responding to inquiries. People receiving these calls will be more receptive when we learn how to use engaging telephone techniques, handle rejection, and apply a call purpose outline that motivates the receiver to engage in a conversation.
Telephone Skills: Inbound and Outbound
This module will help you identify the small changes that can make a big difference in customer service. As a result, you will build confidence in yourselves and your abilities to be both responsive and proactive in your customer contacts. This session is designed to provide the basics for making the most of telephone sales and service opportunities. Whether it's to place an order, ask a question, or register a complaint, a real person is at the other end of the line.
Customer Follow Through
Making an initial contact or an initial sale does not guarantee a long-term relationship that is valuable for all involved. Customers are busy professionals who value exceptional service that helps them succeed. Your follow through can be the difference between having a one-time buyer or having a long-term champion for your organization.
Manage Customer Expectations
Customers typically do business with organizations that they believe have the capability to meet their expectations. Every direct or indirect interaction with a customer potentially impacts their experience positively or negatively. Using a proven process gives you confidence in your ability to be a hero and exceed your customers' expectations.
Customer Value Solutions
Outstanding customer service is more than a series of steps. It is about appreciating a customer's desire to do business with your organization. Building on a customer's perception of your value, by delivering service that advances your value, assures ongoing business with the customer.
Generate Customer Interest
Working in a typically short timeframe, your challenge is to get the customer to talk to you so you can be a partner in finding them a solution. Your goal is to guide the customer to the solution they need. By asking the right questions, you put the customer at ease and provide them with an efficient, focused buying experience.
Service to Sales
You have the responsibility for recognizing selling opportunities in customer service situations. Your role is to skillfully guide the customer to additional purchases of services or merchandise. In this way, you make sure that the customer is satisfied, and you also build additional business for your organization.
Suggestion Selling
Suggestion selling is a powerful tool for incrementally increasing sales. When applied in the right way, customers are grateful for your suggestions and learn to trust you for expert advice. As a result, you are able to sell more services and merchandise while building trusting customer relationships.
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