Customer Service Training Programs:

Our customer service training workshop teaches by doing with less than 15% lecture and 85% hands on activities. Participants learn by Doing and not by being told. Exercises are practical, realistic, fun and are skill based.

To maximize your customer service teams effectiveness we suggest our custom, private customer service training courses offered in house at the location of your choice, usually in groups of 6 or more.

Contact us for a free consultation on how we can best service your training needs.

Program Objectives:

In our Exceptional Customer Service one-day training workshop participants will:

  • Understand how to handle inquiries and/or complaints in ways that create improved, lasting relationships with your customers or clients.
  • Learn to promote positive "chemistry" between your company and your clients by recognizing and responding to the needs of each individual.
  • Learn how to handle doubt, misunderstandings, and objections.
  • Acquire techniques for seeing issues from clients' perspectives, creating value-adding options for clients, and making sure clients recognize the added value they are getting.
  • Learn how to gain agreement from clients and reinforce mutually satisfying long-term relationships.

Customer Service Training:
Customer Service Skills: Social Media Customer Service Needs To Be A Full Time Job

Currently customer service through social media has a lot to be desired, but the brands who are keeping on top of it are seeing excellent growth and improved trust with their customer base. I believe it is so vital that before long, possibly even this year, there will be entire full time jobs devoted to it. Brands like AT&T were ahead of the curve this past year when they shifted their customer service efforts to the social networks to deal with an alarming amount of complaints being posted on FaceBook and Twitter. They even took it a step further by encouraging customers to voice their concerns on the company FaceBook page, which they then dealt with over that network.

That's exactly the kind of customer service I'm talking about here. Most companies don't advertise their online customer service efforts as loudly and proudly as AT&T however, they tend to do it quietly but effectively. Zappos owes a lot of its success to its tremendous customer service, most of which is done over social networks. I once expressed concern over Twitter about an item not being available in the Canadian store and they promptly responded to me and offered to arrange to ship me one from the American store. I was floored. I have also had similar experiences with smaller brands like Vestal Watches and you can believe I will be wearing one on my wrist for a long time to come thanks to the great customer service I received from them over Twitter.

One problem is that the people who are responding to these concerns and complaints are also in charge of all of the brand's social networking efforts. This includes creating their social media policy, online communication plans, social media marketing and promotions plans... basically, they have a lot on their plate! In the future as their online followings and social networks grow larger they won't be able to devote the time that will be demanded of them to respond to customers. What I'm proposing is that they need social media customer service reps working for them whose entire job is to respond to customers over social networks. This will let customers get the time and attention they deserve while the Social

Media Coordinator can focus on other aspects of their job.

Some qualifications they should have.

Let's be sure that you can't hire just anyone to perform this job like you can at a brick and mortar store. There's a lot more to it than just pushing buttons on a terminal (nothing against retail CSRs, I've been there). A social media CSR should have a formal post-secondary education in either public relations, marketing or communications. Additionally, they must have a proven knowledge of social networks with several years of experience. You shouldn't be hiring anyone to do this who doesn't know what a hashtag is, for example.

They should already be keeping up with all of the social networks and engaging with them regularly. Ideally you'd want them to have prior experience working with social media for a reputable brand, but since social media is still so new that might not be a realistic expectation.

Some duties they should perform.

First and foremost, they should be monitoring social media. This doesn't mean just monitor what's being said directly to them but monitor any time they're mentioned in general. They should be searching twitter for their brand and responding to legitimate concerns and complaints. The age old rule of 'don't feed the tolls' still applies here though; don't be responding to anyone and everyone just serious customers. They should also be monitoring the blogosphere for posts where their brand is mentioned and responding where appropriate. Commenting on a blog post could be a great way to send a good impression to a built-in audience. They should also be granted some amount of leeway when it comes to satisfying customer complaints. There's nothing that makes the customer service process less efficient than when the CSR has to get authorization from a manager for every return, exchange or reimbursement.

I'm excited to see how social media evolves in 2011 and how many more brands follow the lead of the innovative brands I mentioned. It's a safe prediction that many more brands will focus on social media as part of their business model but how many of them will realize the importance of social media customer service?

I guess we'll have to see, but I'm curious to know what you think about this. Is social media customer service an important thing to focus on this year? Leave a comment!

Source: Matt Southern: link

Article Content: Customer Service Skills

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