Customer Service FastTrack Exam Prep
Customer service has been defined as “…a function of how well an organization meets the needs of its customers.” If you want to be an average person working for an average company that definition will suffice. If you feel as we do, and challenge that definition to exceed the customer’s expectations, this training module is for you.
Good customer service is the lifeblood of any business. You can offer sales and specials and market your product to generate business but if you cannot create customers that want to come back to you, your business won't be “in business” for long.
Customer service touches every business and how you handle your customer can make or break an organization. For many customers, the company can be represented as a single sales or service person. The impression the customer has of the company can be a direct result of his or her interaction with one person and the way that person resolved issues or answers questions can significantly impact the customers’ perception of the company. A company has an 80% chance of losing a very dissatisfied customer, a 40% chance of losing a dissatisfied customer, a 20% chance of losing an indifferent customer, a 10% chance of losing a satisfied customer and a 1-2% chance of losing a very satisfied customer. Without solid customer service skills, you and your business can be in jeopardy.
By earning this Customer Service Certificate you will set yourself apart from others. You will demonstrate to your current or future employer that you can see the big picture and care enough to enhance your skills. The job market is competitive and customer service touches every aspect of business. The great benefit of this certificate is that it can apply to any industry with customer, any industry where you work with people, any industry at all. What sets you apart from others? Sooner or later you will realize that you will need an edge, an edge over the competition and this program can provide you with that edge.
Research has shown that during face to face communication, 55% of the message is conveyed by body language; 38% is tone of voice; and only 7% are the words used. During phone conversations, 82% of the message is conveyed through tone of voice; and only 18% in the words used. Without being armed with the right knowledge, you may be delivering the wrong message – a message that can hurt your business.
This program covers the foundations of the communication model, communication styles, and ways to build rapport with a customer or co-worker. This rapport building outlines the difference between Visual, Auditory, and Kinesthetic trigger words and how to identify them.
Opening a service event, indentifying customer’s expectations with open-ended and closed-ended questions, proposing a solution, and follow-up expectations are also reviewed. Of course, how to handle upset customers, indentifying their styles and ways to counter their arguments are reviewed. Many of these concepts are in a tabular format so they can be printed and easily referenced.
Sooner or later we will all need to take one step forward to separate ourselves from the competition, we is here to take that first step with you.
If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends. - JEFF BEZOS