Customer Service Training

What is an organization’s “culture?”   It is simply a critical mass of the attitudes and behaviors of its people and groups. The fifteen statements below each reflect an important “cultural” reality impacting customer satisfaction and loyalty.  They have shaped our customer service program’s success.  Do they shape yours?  How is your customer culture?

1.   T / F:  In our organization we operate under the assumption that customers view customer contact persons as “the organization” and representatives of what the organization means to them personally.

 2.   T / F:  We communicate regularly the importance of realizing everyone in our organization has customers: external (“paying”) customers and internal (work group/ inter-work group) “customers.”

 3.   T / F:  We design our processes and train our people around 2 things customers want to know: (1) Do you do what you say you will? (2) How do you handle problems?

 4.   T / F:  Realizing that organizations choose, consciously or unconsciously, to be financially driven and/or customer-driven, we make decisions remembering that organizations working from a short-term, financially driven philosophy are not as effective in service situations.

5.     T / F:  Since front line persons make most customer service decisions on a daily basis, our top management understands their key role and allows them to inform the organization about customer needs.

6.     T / F:  We promote the status of front line customer contact people to a position of value and respect—they are not considered the least educated, trained and paid.

7.     T / F:  We allow our customer contact personnel, not management, to control the quality of the service product.

8.     T / F:  Management believes in the importance of good service and actively supports it.

9.     T / F:  We measure customer service results in a way that leads to greater focus on the importance of individual efforts.

10.    T / F:  We emphasize that customers perceive service to be “good” when positive individual interactions occur—crucial encounters that can be considered “moments of truth.”

11.    T / F:  “Customer first” behavior is rewarded and encouraged to be repeated.

12.    T / F:  Customer service skill training is wall-to-wall.

13.    T / F:  Our corporate culture supports continuous improvement of customer service processes.

14.    T / F:  “Customer first” attitudes, along with results communicated continually to all employees in simple terms create a climate for quality customer service in our organization.

15.    T / F:  Corporate goals, policies and procedures reflect a “customer first” mind set, while we foster a rewarding service-focused climate.

YOUR CUSTOMER CULTURE STRENGTH…

 13-15 “TRUE” — You are likely experiencing customer (and employee) loyalty and advocacy.

10-12 “TRUE” – Do you have good customer satisfaction scores, but customer loyalty is strained?

Less than 10 “TRUE” — Are you struggling with customer satisfaction, loyalty and brand reputation?  Do you have low employee morale and high employee turnover?

Originally published here.

Bob Davis-Mayo is President of Davis-Mayo Associates, LLC, a national human and organizational development firm (www.davismayoassociates.com). For more than twenty years, Bob has helped organizations achieve their goals through nationally field-tested best practices. DMA’s customer service training program has been experienced by more than 429,000 people in 47 states and 15 countries. TO CONTACT BOB: bob@davismayoassociates.com

Customers have always been the first priority for every business organization. Most businesses which are consumer based work hard to ensure that customer satisfaction is given the most importance. To ensure that customer service does not falter, every organization must undergo extensive customer service training. There are various obstacles and barriers that should be removed to ensure that customers are well connected to the business.

Customer service training involves various techniques which lets the management deal with the customers appropriately. This type of training identifies the pitfalls that lead to bad management and mends them accordingly. This leads to reduction in customer complaints and builds a stronger relationship with the customers. This process will enhance customer satisfaction and increase consumer’s loyalty.

Any organization which is consumer oriented recognizes the value of the customers. With customer service training they can ensure that conflicts and confrontations are dealt with utmost professionalism.  This in turn has an immediate impact on the business. At the same time understanding the mentality of the assorted customers requires intensive training and application.

Both internal and external customers require utmost attention to ensure that the business does not falter. This is where customer service training plays an important role. Speaking to customers over the phone requires a good tone and a positive body language. The training integrates communication skills along with questioning skills to ensure that the customers can be understood and perceived accordingly.

Customer service training would increase productivity and minimize misunderstanding when talking over the phone. This training also involves the implementation of action plans which improve the results in the workplace. Doing business overseas also requires understanding of cultural aspects of various customers. Having a good understanding of cultural values and norms requires customer service training.

The various cultures which make up the consumer base for many businesses today have to be understood and categorized suitably. This is where customer service training can insure that cultural diversities can be tackled with effective communication skills. Various work shops are organized in the training to ensure that the skills attained can be put to practice.

The aim of customer service training is to ensure that business organizations can develop a customer focus and provide excellent customer service. Apart from the usual training methods, modern training methods are also used to test the skills and the qualities of individuals. It teaches the management to ensure that their service is extraordinary.

Originally published here.

The various cultures which make up the consumer base for many businesses today have to be understood and categorized suitably. This is where customer service training can insure that cultural diversities can be tackled with effective communication skills. Various work shops are organized in the training to ensure that the skills attained can be put to practice. For more information please visit http://www.righttrackconsultancy.co.uk/bespoke-training/management/first-time-manager-development-training.html.

In this increasingly competitive global business marketplace, it has never before been more important to offer a high level of customer service to your customers. After all, in many cases, the quality of customer service you provide will be the one thing that sets your business apart from the competition.

Unfortunately, knowing how to provide the best customer service possible is not something that comes naturally to many people.

If you hope to get your business ahead and set it apart from the competition, it is important for your employees to complete a comprehensive customer services skills training course.

Of course, in order to obtain the results you are seeking, you need to be certain to select a proven customer service training course that will provide your employees with the training they truly need to take your business farther.

Some things you should look for in your customer services skills training course include:

How to anticipate customer expectations
Understanding and implementing the best practices of customer service, including assurance, reliability, responsiveness and empathy
How to manage  telephone service effectively
Techniques for developing excellent listening skills
Learning how to handle service problems and to soothe angry customers
Techniques for delivering bad news to customers
How to regain the trust of customers after a mistake has been made
Handling the stress involved with providing customer service

Not only will an effective customer service course help your employees handle customers more effectively, it can also help you address performance issues that your company may be facing. Every business can benefit from improved internal and external communication models.

Some issues that are commonly associated with poor customer service include:

Lack of repeat business
Customers complaint rates go up
Customers are issuing complaints about how they are treated
Employees are failing to think “outside of the box” when resolving customer problems
Employees view customers as an imposition, rather than as an opportunity for the company
Employees routinely escalate customers to management rather than resolving the issues themselves
Customer service representatives appear to be experiencing a great deal of stress

If you notice any of these issues, or you simply want to improve your level of customer service so you can be certain your company stands out from the competition, it might be time to find a proven customer service training course for your employees. Proven Training Solutions offers quality training courses that can help both your employees and your business.

Originally published here.

Bill Walsh, managing director of Proven Training Solutions, has developed and delivered over 2500 training engagements throughout the U.S., Canada and the U.K. With over 25 years experience as a management and training consultant, he has appeared on radio, television and has been quoted in Fortune Magazine and the Wall Street Journal. For additional information and proven solutions to your training problems visit http://www.proven-training-solutions.com