Customer Service Training
FOR SALES, CALL CENTERS AND HOSPITALITY SPECIALIST
 Entertaining, customized, research driven customer service training programs.
Companies that attract and keep the best customers are usually the most effective at managing expectations and emotions. Successful companies train their people to anticipate customer needs and to solve problems before the customer knows they exist.
Customer Service Training: Common Objectives
Customer service employees and hospitality specialist learn:
- How to establish credibility, reliability and responsiveness
- How to develop a repeatable telephone process
- How to create repeat customers
- How to gathering accurate information
- How to build trust in the first 15 seconds
- How to overcoming objections: Building ironclad rebuttals in advance
- How to know when to stop talking
Customer service training: customization process
Mediocre customer service can be worse than no service in some cases. If we can solve customers’ problems before they know they have any, they will feel much better about their purchase but we will lose the opportunity to generate additional revenue and good will through all that . We have to decide which has more value to the customer and to us. ~ Garrison Wynn
Wynn Solutions on-site customer service trainers are experts at making customer service workshops engaging, entertaining, memorable, and easy to understand. Learning experts agree that people retain and implement what they enjoy learning, what makes them laugh, and what they feel relates to them personally.
We combine industry-specific market research with surveys of top performers to give you a high-impact experience that goes beyond best practices. Our customer service programs are fast paced, interactive, and focused on providing tools your people can implement right away.
Customer Service Training Programs
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Customer Service training
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Program Description
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Providing Effective
Customer Service
Key objectives
- Create a customer retention oriented environment
- Make sure basic and cutting edge skills are consistently
implemented
- Improve telephone image: Establish culture of telephone professionalism
- Establish credibility, reliability and responsiveness
- Develop repeatable telephone process
- Meeting large company expectations
- Build productive hands-on relationships
Customer Service Training: Suggested agenda
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- Goal setting: What does great look like?
- Are your personal goals connected to the company’s goals?
- Time control: doing the worst things first and knowing when to say no!
- Customer-focused systems
- The five-year plan: Long-term goals with short-term focus
- What customers really want: Understanding your customer
- Why customers quit doing business with you: The statistics
- What makes big customers different from small ones
The customer is on the line: Telephone skills
- How to create repeat customers
- Why would your customers leave? (How you lose business on the phone)
- What customers really want on the phone: Solutions and good feelings
- Professional inbound telephone skills: You are the key to your company’s
image
- Effective greetings: The studies show what works
- Gathering accurate information
- The super-hold formula: Putting people on hold and making them like it
- Telephone body language
- Do your customers feel heard?
- Ending the endless call: Asking the questions that will complete the call
- The four-step process for handling difficult calls
Handling your own stress and combating burnout
- How to handle difficult customers
- A little psychotherapy: Handling irate callers
- Know-it-all experts
- Indecisive stallers
- Complainers
- People with personal problems: Dealing directly with the behavior
- Compassion as a tool
- Men and women: Different communication styles
- Salvaging lost relationships (the secret of the top 3 percent)
Making good customer service happen
- Building trust in the first 15 seconds
- Identifying needs: The art of negotiations
- Asking the right questions
- Gaining agreement
- Presenting your services as the solution
- Overcoming Objections: Building ironclad rebuttals in advance (creating
value)
- Knowing when to stop talking
- Empowering customers with knowledge
Listening like an industry leader
- Understanding the selective listening syndrome
- The adultism theory: It’s hard to listen if no one listens to you
- Telephone listing skills
- Do they understand that you understand?
- Some scientific facts
Developing a customer service strategy
- Specific measurable guidelines
- Customer satisfaction goals
- The three things you must do to instill a customer service culture in any business
- List 20 ways you better position yourself in the minds of your customers
- Determine how well you deliver service
- Make the customer's life easier
Motivation
- What is the great motivator?
- Neurosis is a substitute for legitimate suffering
- Our circumstances do not dictate the quality of our service
- How important is your job?
Wrap-up
- Who learned what?
- Knowledge is not power; implementation is power
- Action creates opportunity
Follow-up program
- Customer service basics: Are we doing the basics?
- What have we learned about the needs of big customers?
- The customer is on the line: Improvements
- Looking at the system: What’s not working
Customer Service Training
Exercise
In this facilitated process, participants individually create three customized
questions based on the information presented in this segment and role-play
with a partner. Then the entire training team splits into two sections: the
customer consulting group and service provider consultant group. Each team
selects a representative and coaches him or her through a role-playing session.
This exercise provides tools on how to move from objections to gaining agreement
and gives insights into what we often forget about effective communication
when we are in front of customers.
Customer Service Articles
Please contact Wynn Solutions to discuss your training needs.
Due to our partnerships with some of the nations best speakers, trainers and
leading authorities, we are able to offer your company a large variety of the
highest quality training solutions. Phone: 888.833.2902 or use our form and someone will get back to you shortly.
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