Customer Service Training
Customer Service
What is customer service training?
Customer service training focuses on giving employees the precise set of attitude, soft skills and knowledge that are key to creating delighted customers.
Customer Service Program
The Customer Service training program by SKILLZ KRAFTERZ enables employees to surpass the expectations of customers and win their loyalty. This is a key program in our Sales Training as providing excellent customer service is the key to the success of any company.As the competition is in plenty and new products are entering the market at breakneck speed, the capability to keep customers have become vital for every organization.
Customer Handling Skills
In the article, 'In Customer Service Training And Delivery, The Soft Stuff Is The Essential Stuff', Micah Solomon states that just as important as product or service knowledge is what can be called "the soft stuff".This refers to the varying human approaches that impact the perceptionof the service that is being delivered. The articles 7 Essentials for Great Customer Service and Grieving Customergives significant knowledge about the various techniques that provide excellent customer service.
Strategies to Increase Customer Loyalty
- Patience: Regardless of how good your product or service offering is, every organization faces situations that requires handling unhappy and irate customers. The top skill needed to handle such situations is Patience.
- Active Listening Skills: Listening with intent, asking questions to gain better understanding, paraphrasing and summarizing shows that you care and want to offer the right solution
- Effective Communication Skills: Our communication skills training helps you convey ideas and solutions clearly and decidedly reduces the TAT for customer service delivery
- Empathy: The ability to understand concerns of a customer in a way that prompts them to rely on the service providers suggestion is critical to a positive customer experience
- Ability to use Positive Body Language: Body language is a vital aspect of your communication. Learning to use positive body language and tone of voice can go long way in influencing your customers
- Time Management Skills:Time Management Training can infuse the discipline in employees to improve productivity and ensure timely service deliverables
- Target Orientation: Having customer focus and working towards enhancing customer satisfaction helps constantly improve customer service
- Ability to Work under Pressure: With customer expectations constantly changing, working under pressure and going the extra mile are indispensable skills
- Analytical Skills: Employees who are responsible for sustaining customer relations should have the ability to analyze problems and offer appropriate solutions
- Persuasion & Closing Skills: And finally, the ability to persuade a customer to accept your solution and close deals is paramount for your organization to achieve its business objectives
Every service provider strives to offer quality customer service. However, Service Quality Researchers have studied customer expectations and have found that the perceived quality of the service experience depends on the gap between expectations and measured performance as is highlighted in the article, 'The Customer Service Gap Model'. This means, the customers perception of the service received is dependent upon his/her expectations of the service/performance. If performance is lower than expectations, satisfaction is low. If performance is higher than expectations, satisfaction is high.