Customer Service Training
Generic customer service training courses do not work
After sales and management, a customer service training program is the most common form for business. Most often this kind of course is held off site, at a specialised workshop, where your service team go and supposedly come back with all kinds of effective customer service wisdom.
The problem is, this kind of generic course is actually ineffective – because it fails to take three crucial things into account:
- Your service team
- Your business
- Your customers
Are you making the number one mistake of most programs?
Much of customer service courses assume that the most important thing your service team has to have is knowledge and content control. This is a number one mistake – never more so than in today’s customer-centric landscape.
The most important aspect of service skills training is equipping your team with the skills that allow the customer to guide the content, interaction and structure of your product and service knowledge base.
This is what customers are looking for, and demanding. This unique skill improves the level of effective service, keeps your customers happy, and actually decreases the rep’s workload – while increasing their job satisfaction.
What do your customers want?
Customers are any organisation's best assets. Effective service skills are all about delivering the answers customers are seeking. How information is stored, augmented and organised will determine how effective any organisation's customer service efforts will be.
Generation X, we were told, are disenfranchised, materialistic and impatient for the trappings of success without the desire to 'work for it like we had to'.
Generation Y, we are told, are fickle and lack loyalty. We need to earn their respect, it does not come automatically with position or authority and they respond better to collaboration than directive communication.
This seems to be no more than a healthy rejection of poor management behaviour. Knowing how to manage customer expectations is as important as understanding their unique perspective.
Who are your customers and what are they seeking? Fast service at a low cost? The best quality product with price as a secondary factor? To be part of a community of like-minded people? Are they early adopters? Conservative risk takers? Boomers with income to spare? Young families on a tight budget?
The more you know about your customers the more empowered your team will be and the better results you will get from training.
This is why Prosell offers customer service training programs in house
The training we think works best is that which is based on your real customer service team, customers and day to day business demands.
We would agree how the group will implement what the training covers and agree specific coaching and follow up that measures successful implementation. We define roles for Prosell, the target group, their manager(s) and HR in this process.
The benefit of this approach is that we only train what is needed and everything needed gets implemented and measured.
Quality customer service training includes but is not limited to:
- Conversational selling
- Interpersonal skills
- Communication (listening and questioning, body language)
- Personal presentation
- Customer handling skills
- Customer service skills
- Analysing your customer
- Customer retention strategies
- Customer loyalty principles
Contact us today to get the best customer service training for your valuable customers and team.
Prosell offers a program that combines training and coaching. It is based on recognised research, which tells us that training alone has limited impact and that when supported by skilful coaching, has 74% more chance of being implemented.
Prosell has resources to deliver customer service programs across Australia, covering Sydney, Melbourne, Brisbane, Perth, Adelaide and Canberra.