Daily Archives: May 16, 2011

Customer Service Skills Training | Fundamental Elements On Most Courses

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Have you noticed some of the similarities between most customer service skills training? Even though there are a large number of courses they all tend to focus in on six key traits and techniques that should be fostered in all service staff. This article takes a look at the six key areas.

  • Improving communications: All customer interactions require verbal or written communications with your customers. This can be improved in all individuals through the use of active listening, the use of positive language and ensuring that customer satisfaction is being questioned at every stage of your dealings with them.
  • Increasing product knowledge: Employees with a depth and breadth of product knowledge are able to work with customers on resolving a broader range of issues and complaints. At the very least they will understand who to contact on what type of solutions can help resolve problems.
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  • Advanced problem solving techniques: When issues do arise, your customer service representatives need to know what tools, people and processes should be used to resolve these issues. This is one of the best customer retention strategies to have put in place from day one as you want to ensure issues get turned around rapidly.
  • Improving individual time management: Everybody works towards goals and deadlines and this should be fostered within small teams to ensure the people become self-motivated and more goal-oriented. It improves the amount of customer issues that can be dealt with on a daily basis.
  • Fostering professional attitudes in all communications: Customers who are dealt with politely and courteously are more likely to return to make more purchases at later stages. Being professional in your communications cost little to perform and pays off big time.
  • Increasing the confidence of your staff: Some customer service skills training focuses on establishing trust with your customers through exuding confidence. In effect, being confident comes about as result of good product knowledge and sufficient on-the-job experience combined with validating customer needs and satisfaction.