Normally, a course in customers training would teach the following topics:
1. Quality customer-service
2. The importance of customer-service
3. Expectations of the customers
4. Making customer-service a part of organisation culture
5. First impressions/critical service moments
6. Face-to-face and telephone/mail/email contact
7. Handling complaints and difficult customers
8. How to measure customer's satisfaction
9. The importance of customer's retention
10. Service standards and professionalism
11. Communication types and processes
12. Attitudes and people's perceptions
13. Satisfaction, self-esteem and accomplishment
14. Systems, processes and procedures
15. Service versus care concepts
16. 100% quality delivery - getting the basics consistently right
17. Internal and external customers
Beacon Consulting is an organisation that trains people in the essentials of service quality. Not only does this programme aim to teach candidates specific skills but encourages them to develop a mindset that is needed to provide good service to a customer's.
Customer's Focus is an organisation which specializes in providing service training and tries to meet world class standards in service, quality and cost control. Some of the programs offered by Focus are:
- Creating CEOs' is a training program targeted towards front line personnel. It also trains employees to build a culture of customer-focus within an organisation which leads to customer loyalty.
'Patient Satisfaction Skills' is a training programme targeted towards improving service skills in the healthcare industry.
'The Patient's Voice' is another programme which aims to achieve patient-centred healthcare with the help of collaboration between patients and their care givers.
Customer's service training is also provided at Service Quality Institute where the training programme aims to change attitudes and behaviours to better service performance.
Therefore, no matter what a company's business or core product is, it really doesn't matter if there is no one to sell it. Excellent service support is crucial to the survival of any business and is necessary to retain old customers for life and to prospect new ones.
Customer Service Skills
In all the years I have been training people I have always said that the true success of a business comes down to your frontline staff. These people can make or break your business, so it is essential to make sure when you employ staff that they are suitable for the role they need to play.
Customer Service personnel are like actors, as soon as they walk on to the shop or business floor its time to put on the show.
Lets face it not every person has the spirit or natural skills to fit a customer focussed culture.
A survey done by Telstra established Australians would rather pay more for a product rather than be served by a salesperson who was rude, sarcastic or treated them indifferently.
People dealing with the public require a comprehensive range of skills in order to interact effectively with customers. In addition, staff must control, maintain and promote the store and its facilities in order to provide a complete customer focused business operation. When you are employing new staff there are certain skills that are vital for a successful service person.
Characteristics of a successful customer service rep require consistent delivery of both personal and professional qualities that create and enhance positive impressions in the customers mind.
About the Author
I'm more than just a trainer I' also an enthusiastic teacher and entrepreneur
Management Trainings: Project Management, Sensitivity, Customer Service, Genius ideas in customer service, Management Trainings: Project Management, S
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