Does exemplary customer service exist throughout your organization? The 1990's have brought a great deal of talk about companies employing great customer service, however, most customers sense frustration on a daily basis with at least one business encounter. We have seen some companies make major strides in their efforts, particularly with hiring customer service training "experts", but for the most part it appears that most employees treat their job as a job, without ownership, and dealing with the customer is only a routine part of that job. What we now know is that companies must focus on call center training on a routine basis, and from firms who have actually been in the business of customer service - the ones who walk the walk, not just talk the talk.
Customer service training from real-world experts tells us that, for example, the first encounter a client or prospect may have with your organization is the most important. If it is by phone, do you have voice mail? I am not here to say that voice mail is bad, it certainly has advantages and it is here to stay. However, is your voice mail user friendly? Call center training teaches your employees the little details that will win over your clients' confidence and business.
Some common frustrations with voice mail are that the directions are so cumbersome that by the time the person figures out what they are listening for, they have to call back and find it again. Customer service training teaches you to ask questions like, does your directory ask to spell the first name or last name of the employee, or do they have an option? Most voice mail systems ask for the last name, when in fact your prospect may not know the last name or maybe they cannot spell it, (my last name is a good example). Proper call center training can teach your employees how to use voicemail to increase sales and retain customers.
Also, be professional, never lose your temper, and treat others respectfully. This might seem like just plain old common sense, but not everybody has common sense. Call center training can teach your customers to say the little polite things that often close deals - thanks, your welcome, please, etc Sounds corny, but it works. Don't forget to supplement this with some solid customer service training that will get you up and above the others with time-tested techniques and clues as to what other companies have done that made them successful and why.
For all other personnel, good customer service training is as simple as smiling while on the telephone, stating your name as well as asking the caller for their name, and using their name during the conversation. Also, get them to the right party the first time. Survey how long your calls are kept on hold. The call should be personally answered within seconds not minutes. If an irate customer is calling in, the receiver should hear their story, use their name, and empathize. They should be sure to get the individual to the right person, and they should tell the other employee the client's dilemma. The more times the person tells the story the angrier they will become. Try to return all calls within twenty-four hours. If this isn't happening at your company, you need better customer service training, immediately. It is unforgivable not to return a phone call within a day.
Specific Tips from call center training professionals for individuals who spend a great deal of time on the phone include drinking lots of water, preferably with lemon, avoiding dairy products that create flem in the throat, speaking clearly, loudly and to the point. And believe it or not, your posture and facial expressions affect how the person on the other end of the line perceives you. Keep a photo on the desk of something or someone that activates a smile. We are told this time and time again by customer service training pros.
The fact is we live in an increasingly global economy. Most businesses' competition is not just the store next door but the store in another state or even country. The internet has caused any and all lines and boundaries to be blurred to such an extent that it is conceivable that one day there will be no real "countries", only cultures. And this is what customer service training teaches - cultures. But along with this you need the tactical approach given by call center training. - 15246
Customer service training from real-world experts tells us that, for example, the first encounter a client or prospect may have with your organization is the most important. If it is by phone, do you have voice mail? I am not here to say that voice mail is bad, it certainly has advantages and it is here to stay. However, is your voice mail user friendly? Call center training teaches your employees the little details that will win over your clients' confidence and business.
Some common frustrations with voice mail are that the directions are so cumbersome that by the time the person figures out what they are listening for, they have to call back and find it again. Customer service training teaches you to ask questions like, does your directory ask to spell the first name or last name of the employee, or do they have an option? Most voice mail systems ask for the last name, when in fact your prospect may not know the last name or maybe they cannot spell it, (my last name is a good example). Proper call center training can teach your employees how to use voicemail to increase sales and retain customers.
Also, be professional, never lose your temper, and treat others respectfully. This might seem like just plain old common sense, but not everybody has common sense. Call center training can teach your customers to say the little polite things that often close deals - thanks, your welcome, please, etc Sounds corny, but it works. Don't forget to supplement this with some solid customer service training that will get you up and above the others with time-tested techniques and clues as to what other companies have done that made them successful and why.
For all other personnel, good customer service training is as simple as smiling while on the telephone, stating your name as well as asking the caller for their name, and using their name during the conversation. Also, get them to the right party the first time. Survey how long your calls are kept on hold. The call should be personally answered within seconds not minutes. If an irate customer is calling in, the receiver should hear their story, use their name, and empathize. They should be sure to get the individual to the right person, and they should tell the other employee the client's dilemma. The more times the person tells the story the angrier they will become. Try to return all calls within twenty-four hours. If this isn't happening at your company, you need better customer service training, immediately. It is unforgivable not to return a phone call within a day.
Specific Tips from call center training professionals for individuals who spend a great deal of time on the phone include drinking lots of water, preferably with lemon, avoiding dairy products that create flem in the throat, speaking clearly, loudly and to the point. And believe it or not, your posture and facial expressions affect how the person on the other end of the line perceives you. Keep a photo on the desk of something or someone that activates a smile. We are told this time and time again by customer service training pros.
The fact is we live in an increasingly global economy. Most businesses' competition is not just the store next door but the store in another state or even country. The internet has caused any and all lines and boundaries to be blurred to such an extent that it is conceivable that one day there will be no real "countries", only cultures. And this is what customer service training teaches - cultures. But along with this you need the tactical approach given by call center training. - 15246
About the Author:
Call Center Training is an investment you just cannot do without if you're company's success is based heavily on sales, support and customer service. Customer Service Training can help your employees learn poise, professionalism, confidence and highly coveted tricks of industry professionals.
