? Customer Service Training: Six Customer Service Seminar Secrets for Outstanding Client Retention

Customer Service Training Seminars:

Our customer service seminar 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 seminars 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.

Seminar Objectives:

In our Exceptional Customer Service one-day seminar 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:
Six Customer Service Seminar Secrets for Outstanding Client Retention

Once when I was Vice President of Sales for a New York based services company, I walked by one among my salesperson's desk when the phone began to ring and picked up the phone to answer the call. It had been one call that tested my client service skills. It had been a decision from a Senior Vice President for Chase Manhattan Bank, N.A. She wasn't pleased with the service our representative was giving her and said she was considering going to a different vendor for her services. I let her speak as she vented her anger. I reintroduced myself and let her understand that I might personally appreciate her sharing her customer service issues with me. I also let her know we valued her as a customer and wanted her business which I would do no matter it took to make her happy with our company.

She then let me know that someone better "make her happy" by the end of the day or we could forget about doing business anymore with her company. I told her I personally would see her in one hour, and she agreed to the meeting. I put together the answer and took the four subway line to Wall Street to meet at her office. As I waited in the lobby of her building for an elevator, five women gathered around me to additionally wait for the elevator. The elevator arrived and we all walked into the elevator. I took the initiative and greeted the group of ladies and commented on the weather. This spread out the conversation between all people and shortly, with extra exchanges, we went laughing about our day. I left the elevator, and one of the women got off on the same floor. I asked her where the Senior Vice President's office was located, and she said she would be glad to take me to the office.

We continued our conversation along the approach and, before I knew it, we were at the Senior Vice President's office door. I began to thank the lady for escorting me, when she walked around behind the Senior Vice President's desk and announced that she herself was the Senior Vice President, and asked how she could help me. For a moment I was surprised. I introduced myself, we both paused for a moment, and then we each laughed.

To say the least, we had a very productive meeting, which led to a great customer relationship with her for many years and with the bank even beyond her retirement. She was therefore impressed together with her positive expertise that day that she became my biggest advocate to other senior management among the bank, that led to new customers and millions in additional business. What, then, are the secrets to client retention and winning back an angry customer so that the situation becomes an excellent customer service experience?

The following are six client service secrets for winning back customers, increasing customer satisfaction, and increasing your bottom line:

1. Start with a Positive Angle - Take a look at any client service scenario as a challenge and an chance to learn and grow, and make sure of the customer's needs. Start with a positive perspective that claims, "I need to help you and, together, we tend to will realize a solution." I continuously say, "You never know who is watching you, so always show them your best face." As a result of I had a positive angle within the on top of situation, I put on my best face when interacting with the women in the elevator, and this led to a positive impression of me with the senior vice president."

2. Listen with Empathy - Put yourself in the customer's shoes, expertise his/her pain, and communicate to the client you perceive the pain. You'll communicate your understanding of their pain by saying, "Thank you for sharing your issues with me. If I were in your shoes, I might feel the identical way."

3. Take Ownership - Don't make excuses for what happened with the customer. Apologize and take ownership for what happened with the customer. The earlier you are taking possession of the client service challenge, the sooner you can take ownership of the customer service solutions.

4. Communicate Your Plan of Action - Let the client know what you're willing to try to take care of his/her concerns. The client becomes pissed off when he/she feels uninvolved or unsure on what you are coming up with for the customer service solution. Ask for the client's commitment to the arrange before proceeding with the action. My set up of action started after I told the client that I used to be going to take the subway immediately to satisfy with her, and the entire customer service set up was communicated throughout our 1st meeting.

5. Take Action - The most important client service secret is taking action. You can go through all the other customer service secrets and if you do not take action, all of your actions and credibility are lost. You increase customer retention when you create certain you deliver a lot of than what is promised. Act quickly, act with a high quality answer, and act with integrity.

6. Ask for the Business - Throughout the client service challenge, I expressed several times that I valued and wanted her business. This lets the client grasp that you don't take his/her business for granted. It's even additional necessary that you simply express to the client that you want his/her business once the customer service situation is resolved. You can additionally offer an extra incentive to the client for acting now to continue giving you the business. It will be as easy as a discount coupon or another special offering.

Apply these client service secrets along with your customers and you may increase customer satisfaction and client retention and win back customers to extend your bottom line.

Edward Sykes: esykes@thesykesgrp.com / (757) 427-7032/ www.thesykesgrp.com.

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