Quick, efficient customer service is important

Customer Service Training Courses:

Our customer service course 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 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 in a customer service training course customized for you!

Course Objectives:

In our Exceptional Customer Service one-day course 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:
The Importance of Quick, Efficient Customer Service Training

Responsive staff

I recently walked into a florist. Two staff were busy behind the counter making floral arrangements. As I approached, both turned to serve me. In fact, in their eagerness, they almost had a tussle over who would serve me first.

This willingness to serve was very pleasing.

We can all tell stories of waiting at a counter whilst staff continue their private conversations, seemingly ignoring our presence and importance.

I chose the flowers I wanted. They were quickly and nicely wrapped. I walked out the door a happy customer.

Poor service

Two doors down is another service business. A few months ago, I had a conversation with the owner, as they had an interesting sign in the window. It was hand written. It pleaded with customers to stop abusing the staff, as they could not take it any more.

Apparently, as new owners in an unfamiliar industry, a number of problems had arisen, including the resignation of key staff.

Consequently, service levels had suffered. Some services were not being provided, often on a regular basis. The same customers had to keep complaining. Many were obviously becoming frustrated and upset.

Providing good service seems easy

The florist shop staff made it look easy. They paid attention when customers walked in the door. They knew what they were doing. They did it well.

You need to know what good service is. You need to know what customers want. You need to tailor your business to suit. Courteous, attentive, well trained staff make a big difference. Staff need to be respected, supported and appreciated. They should not fear an approaching customer.

Good systems, combined with well trained staff, ensure that errors are reduced or eliminated. If there are no errors, there are no complaints. Customers are satisfied. Work is more rewarding for staff members.

Summary and conclusion

Making customer service appear seamless is in fact quite hard. Often it is like the duck analogy - you can see the duck gliding smoothly across the lake, but you cannot see how hard it is paddling to get there.

Excellent customer service is achieved when staff members combine their good interpersonal skills with good product, policy and systems knowledge. It is also important that staff have good policies and systems to work with.

Personal reflection

Are you or your staff afraid to work on the counter?

Do you and your staff provide instant attention to customers?

Are you and your staff eager to serve?

Do your policies and systems support your staff, or do they make it hard to meet customer needs?

Promotional products - a good idea if done properly - discusses the importance of good promotional products and how they can help or hinder the development of a positive company image.

Article Content: Customer Service Training

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