Comunicate Institute Training and Development, Training, Teamwork, Performance, Communication, Leadership

Customer Service Modules

Overview

Topic Areas of Presentations

Interesting Customer Service Facts

Formats

Methodology

Our customer service training is based on developing the attitudes, knowledge and skills to be effective at managing and providing service. In order to develop outstanding service a solid attitudinal foundation must be inherent or instilled throughout the organization. At the core of this foundation is the essential human relations attitude that says " we like and respect all people". The difference between our training at Communicate Institute Training and Development and that of many training companies is that before we conduct the skills training , we work with our clients to develop this solid attitudinal foundation built on time tested human relations principles. "Before your people can give it, it they must have it and live it !"

Topic Areas of Presentations

Importance of Excellent Customer Service as a Competitive Edge
Delivering Excellent "Professional" Customer Service that will Keep Customers Coming Back
Assessment of Current Structure to Determine if Customer Service Policies are "Customer friendly" vs. "Company friendly"
Identifying Behavioral Styles in Relation to Customer Service Selling to and Servicing the Needs of the Different Behavioral Styles
Adapting to Behavioral Styles to Most Effectively Meet the Needs of the Customer
Setting and Maintaining A Positive Climate for Both Internal and External Customers
Listening to and Soliciting Information from Customers
Working With Customers to Prevent Common Problems
Dealing with Customer Resistance, Frustration and Anger
Turning a Negative Customer Service Situation into a Positive Situation

Interesting Customer Service Facts

Did You Know ???

Studies show that the average customer who has had a problem with a company tells 9 or 10 people about it. 13% of the customers who have had a problem will recount the incident to more than 20 people.

96% of the dissatisfied customers don't complain to the company.

For every 1 complaint received, the average company, in fact ,has 26 customers with problems, 6 of which are "serious" problems.

68% of the people who quit doing business with a company do so because of an attitude of indifference toward them by an employee.

Customers who have complained to an organization and had their complaints satisfactorily resolved tell an average of 5 people about the treatment they received.

It costs a company 5 times more to bring in a new customer than to retain a current customer.

If a service person gets it wrong at their point in the customer's chain of experience, you are very likely erasing from the customer's mind all the memories of the good treatment he or she may have had up until then. But if they get it right, they have a chance to undo all the wrongs that may have happened before the customer got to them. They are the moment of truth. "Customer Service is essentially a people-to-people function. It is therefore important that the issues of human behavior be addressed. Understanding the effective use of human behavior is often said to be "the last great management challenge."

Formats Available