People Drive Success. Learn How to Unlock the Potential of Your Workforce with People-Ready Business Solutions.
Microsoft.com/PeopleReadyBusiness
Accelerated, Effective Training Live and Learn with Us
www.pd.trainingcamp.com
Four powerful training programs. Customization and kits available.
www.customerservicetraining.net
America's Favorite C/S Training DVDs, eLearning & OnSite Workshops
www.ServiceTraining.com
Basic Skills + Advanced Techniques E-learning or DvD Video. $245
www.PhoneSkillsTrainer.com
We infuse high octane training with entertainment to empower your biz!
www.Bellanottesolutions.com
What CRM Software is the Right Fit. Get the Facts - Free White Paper.
Microsoft-Partner.com/collins
Request Info from Schools offering Certificate Programs In Your Area!
www.collegebound.net
On-site training that creates a customer service & loyalty mindset.
www.TheCustomerFocus.com
Customizable customer service curriculum - download free course
www.softskillscourseware.com
Fun/effective training, onsite/web. Voice Tone, Etiquette, Call Control
www.phonepro.com
Train to Work in Customer Service. 100% Online. Get More Info Today.
www.eLearners.com
Performance consulting and development company providing systems and teaching to improve the performance of their sales, support and service professionals, managers and executives.
www.acclivus.com
Provider of products and consultant services with expertise and training programs in customer service and sales performance.
www.achieveglobal.com
Producer of simulation-based training software for the corporate sector, offering training in call centers, coaching and project managment.
www.adacel.co.uk
Call center/enterprise management consulting firm specializing in partnerships with customer organizations to achieve significant performance capabilities in customer service, quality, productivity and sales.
www.bcgroupintl.com
Firm offering customized end-to-end solutions for the contact center environment, including network solutions, equipment, voice and data integration, online solutions, application development, consulting and training.
www.bell.ca
Portal that offers education and training seminars, consulting services and research services to call center professionals.
www.benchmarkportal.com
Web-delivered platform with an online library and interactive quizzes designed to help employees improve their customer contact skills. From Telephone Doctor.
www.customerservicetraining.tv
Continuing-education programs offered in customer service and sales for the call center agent, oriented toward satisfying the training needs of the industry as well as prospective agents.
www.dawsoncollege.qc.ca
Customer service consulting firm offering call center management and design, as well as marketing strategy and planning services.
evansconsultinggroup.com
Orpington, Kent global company championing customer service & providing events, publications (owns Customer Service Management), consultancy, telemarketing & training.
www.hug.co.uk
Industry organization offering training programs, educational resources and consulting for call-center management professionals.
www.incoming.com
Provider of scalable and integrated web-based customer care and customer interaction management solution with expertise in online and traditional call center technologies.
www.melita.com
People Drive Success. Learn How to Unlock the Potential of Your Workforce with People-Ready Business Solutions.
Microsoft.com/PeopleReadyBusiness (Paid)
Customer service seminars worldwide locator page provided by the Resource Center located in Western Springs, Illinois.
www.the-resource-center.com
Company designing and delivering customized sales and customer service training programs.
www.salesinstitute.com
Warwickshire-based consultancy in performance improvement providing resources & training courses in sales, management, tele-sales & customer service.
www.structured-training.com
Provider of products and services designed to help companies increase customer satisfaction levels.
www.telephonedoctor.com
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Accelerated, Effective Training Live and Learn with Us
www.pd.trainingcamp.com
Four powerful training programs. Customization and kits available.
www.customerservicetraining.net
America's Favorite C/S Training DVDs, eLearning & OnSite Workshops
www.ServiceTraining.com
Guide to Improving Customer Service
Simple steps to enhance customer satisfaction and increase customer retention- How do you expect to be treated as a customer?
- What will the total experience feel like when customers come to you?
- How do your actions, attitudes and behaviors reflect your customer service philosophy?
Action Steps
The best contacts and resources to help you get it done
Train your employees
Emphasize the importance of customer service to all employees, beginning with the interview process and continuing throughout their employment tenure. Send employees to customer service training programs and seminars.
I recommend:
Sign up for an American Management Association customer service training seminar, offered in major metropolitan areas. Discover customer service training programs from the Richardson Company.
Hire service-minded employees
Keep customer service in mind during the hiring process and consider if candidates can meet your standards of service. Once employees are on board, keep them focused on customer service.
I recommend:
PsychTest.com offers a free Customer Service Job Fit Test to help employees evaluate their own customer service skills.
Thank customers early and often
When customers make a major purchase or when they make an inquiry about your products or services, follow up with a sincere thank you. A handwritten thank you note or an email can do wonders to create goodwill with customers.
I recommend:
Purchase professional thank you cards online from CardsDirect or NISA Business Greeting Cards. Make thank you emails look more professional with email stationery templates from ConstantContact.com.
Respond quickly to customer comments and complaints
When potential customers call or email with inquiries about your products or services, a fast response is a must. Late responses can irritate customers and prompt them to go to your competitors for their needs. Likewise, when existing customers contact you with a problem or a return, respond rapidly.
I recommend:
Contact management software, such as ACT! can issue reminders to ensure that you contact customers in a timely fashion. To make vast improvements in customer communications, consider a full-fledged customer relationship management (CRM) solution, such as Entellium's eSalesForce, a Web-based program that's designed specifically for small businesses.
Emphasize phone courtesy
The way you and your employees interact with customers on the phone can cement your relationship or sever it permanently. Good phone techniques include answering the phone with the name of your business, the employee's name and a simple 'How may I help you?'
I recommend:
Improve phone skills with ServiceSkills.com's online Telephone Doctor Customer Service Training program.
Encourage customer feedback
Make customers feel important by asking for their input. Survey customers about your products, services and customer service.
I recommend:
QuestionPro offers a Customer Satisfaction Survey template and a sample Customer Satisfaction Report, and for a fee will conduct your surveys for you.
Recognize customer service
Motivate employees by offering awards and recognition when they provide top-notch customer service.
I recommend:
Consider the employee recognition programs offered by the Awards Network or Successories.
Tips & Tactics
Helpful advice for making the most of this Guide- Establish customer-friendly policies, such as money-back guarantees.
- Keep customers impressed by offering unexpected extras, such as free samples or free shipping.
- Greet each and every customer who comes into your store. On the Web, welcome registered customers with a personalized message.
