Customer Service training

[Fit]

Hey guys...

 

Do you have any ideas on a program or something I can use to train my employees in customer service. I feel like some formal training or a class would be appropriate for them.

[mspecperformance]

What kind of customer concerns do you have?

[Fit]

Basic stuff really... Making customers concerns a priority, addressing them, following up, etc.

We are a small business and I run both of our locations, but Im not able to be at the front desk of both locations, so our techs cover the front as well. They are awesome, just need some training on customer interactions.

[mspecperformance]

I would suggest you look into hiring a person to exclusively work the front end of your business. You'll see a big increase in technician efficiency without them having to answer phones and attend to customers.

 

Besides that I would look into an in person training course. What has been working very well for us is the Elite Masters Course. If you need more info you can contact me via email at mspecperformance@gmail.com. It is not a cheap program, its rather expensive compared to other programs but if you are looking for lasting results and behavior change conducive to customer service then there are few to no substitutes at least in my experience and research.

[mmotley]

Carl Sewell's book 'Customers for Life' is an excellent read and would be a cheap place to start. I have taken a select few courses from Elite, and I would say the customer service aspect of Sewell's book is better (and much cheaper) than what I have seen from Elite. Elite does a great job at teach sales from what I saw, but Sewell literally wrote the book on customer service.

 

If your employees are paid based on commission, Sewell does a great job at explaining how much a customer is worth over their lifetime. That should give your employees a good idea at how much each customer is worth to them in terms of paychecks, and in turn, encourage them to really work for customer satisfaction.

[mspecperformance]

  On 10/19/2015 at 7:31 PM, mmotley said:

Carl Sewell's book 'Customers for Life' is an excellent read and would be a cheap place to start. I have taken a select few courses from Elite, and I would say the customer service aspect of Sewell's book is better (and much cheaper) than what I have seen from Elite. Elite does a great job at teach sales from what I saw, but Sewell literally wrote the book on customer service.

 

If your employees are paid based on commission, Sewell does a great job at explaining how much a customer is worth over their lifetime. That should give your employees a good idea at how much each customer is worth to them in terms of paychecks, and in turn, encourage them to really work for customer satisfaction.

 

 

Carl Sewell's book is very good. I am going through it now. Reinforcement is what is needed. Carl Sewell mentions why we go to church is to reinforce our faith, morals and values. The same has to happen with anything you want your employees to constantly stick to. If you want your shop and your people have a culture of premium customer service you have to have constant reinforcement and frequent meetings.

 

My mention of Elite's master course is that it is the only course that I see that sticks to the principles of reinforcement. Other courses, seminars, and classes are great and there is plenty of value there. I just think Elite takes it a step further with their program.