How Your Staff Can Be More Aware of the Customer - Client Services Training

Have More Loyal Clients to Increase Your Business Profit - Training Staff on Customer Service keeps clients happy and loyal!

A) GREAT Customer Service Awareness

What is the difference between GREAT and GOOD client service? It is the lifetime value of a client. Your business is dependant on customers. If there are no customers; there will be no business. Customer Service Training helps bonding with clients.

How much have you paid to get customers walking through the door? How much have you spend on advertising your products? How much are you paying for your rent? How much is your product or service on the shelf costing you every day? When the customer walks in and experience appalling service; they walk away; taking their wallets with them. You did not just loose the clients’ income for that day, your stock did not sell, you lost the lifetime value of a client. The lifetime value of a client is a big loss.

What is the lifetime value of a client? It is the amount of money spent by a customer at your business over the period of time they use your service or buy your product.

B) The Foundation of Customer Service

Before you can give GREAT customer service you need to be the customer. If you are not aware of the customer; what the customer experience in your business; you will not be able to deliver GREAT service.

C) Customer Service Session

It is important to understand what management wants out of the session before conducting the training. Many times there are specific areas that require focus and attention. These areas could include:

What is Client Service?

• Client service – an attitude
• The five elements of service provision
• Client service – the sharp point of the arrow
• Client gains and attrition – international statistics
• The first transaction – you and your business
• Person tot Person – the pivot around which all business rotates
• “I have seen the Enemy, and they are us” – Charlie Brown

How communication works

• The communication circle
• The four problem areas
• The key reason why businesses lose clients/do not make it; sales people do not sell; strikes occur; marriages break up; the generation gap develops; wars start
• The key to successful human and business relationships
• The magic wand in communication

Perceptions

• More important than the product or service that you offer
• The first 40% of the client service process – international perspective
• Unique Selling Points (USPs)
• Substance versus glitz
• Physical perceptions (person and business)
• Implemented perceptions

The art of listening

• The foundation of successful communication
• Identifying needs
• Questions and feedback
• Paraphrasing
• Agreement

Practical Requirements

• Timeous communication & keeping promises
• Internal requirements – internal communication structure/Testing mechanisms/Inter-firm etiquette
• Employee requirements – attitude/product knowledge/responsibility/loyalty
• Physical elements
• Dress
• Behavior
• Self discipline
• Body language
• Vocabulary and speech
• Telephone use – incoming
• Telephone use – outgoing
• Cell-phone etiquette

Character types

• The four primary groupings
• Read your client correctly
• Know (and be) yourself

The above areas can all be included in the day; or certain areas may be expanded into greater detail. It is all about what your company want to focus on.

D) Client Service Training Location

It is ideal to have your customer service workshop done away from the office. The biggest benefit is improved attention from candidates at these sessions; which increases recall thereby improving your service delivery.

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