How do your people represent you?

Customer Service

Here are the top 10 messages your Customer Service reps could be sending prospects and customers:

10) I don't get good service when I buy, why should they?
9) I don't have time for this. There's too much important stuff to do (like talk to my co-worker).
8) Don't you raise your voice to me, you so and so...
7) If you don't like the way we do things, why don't you buy from somebody else?
6) You're just going to have to learn to follow our policies.
5) This is not my problem. This is your problem.
4) Can't you read the instructions for yourself?
3) If you want this fixed, here's what YOU have to do.
2) The computer says you didn't send the payment in. (That means you're wrong).
1) Look, I get off in 15 minutes. I can't be bothered with your problem.

Of course, your people would never say these things, but they could unintentionally send this message; surveys report that this happens often. Unfortunately, you may not get to correct the problem with the customer or prospect because they will have taken their business elsewhere.

AlexanderHancock Associates offers Stopwatch Customer Service^TM to help your CSRs and all employees who interact with customers get the training they need to keep customers and win loyalty. An outline of the course is available for the asking and it can be customized for your business--likely at no extra charge.

If you want your customer service to stand out (the positive way), call us at the number below.

"Superior customer service is a strategic goal. . . a key differentiator in a commodity marketplace."

Lessons From Top Service Providers.

Superior service is a buzzword -- and a survival issue in a competitive marketplace. When the customer equates your organization with service, and believes your service is dependable, seamless, unwavering... then you have a competitive advantage in any market.

A recent study of 14 top service organizations in the U.S. demonstrated that superior service, is for them, a way of life. Three conclusions emerged regarding organizations that are committed to superior customer service:
They have an unswerving commitment to superior service that is backed by visible, organization-wide strategies for delivering on the service promise.
They have a thorough understanding of the competencies (skills, knowledge, and attitudes) required of customer service professionals.
They empower their front-line service employees with the authority, resources, and ongoing training and coaching to excel at the service competencies.

AlexanderHancock Associates can help your organization achieve such commitment. One of the critical steps is developing the service skills of front-line service staff.

Why choose AlexanderHancock Associates?

Many vendors provide training programs in customer service techniques and/or customer service skills. Here is what you'll get from us:

a program tailored to you at a reasonable price
flexibility in adjusting the program to meet your needs
a program thoroughly grounded in up-to-date research
and communication theory
a quality consulting resource nearby for on-going support
and follow-up as needed
creative training techniques
our dedication to your satisfaction

Workshop Purpose and Objectives

The purpose of this workshop is to develop the skills of your customer service representatives in enhancing customer relations through excellent customer service contact. As a result of handling critical customer interactions skillfully and confidently, they will represent your organization more professionally and will help increase sales and customer retention.

As a result of attending this workshop participants will be able to:

delight customers by projecting a positive, energetic image
build customer loyalty and confidence
empathize with customers; use positive, "can-do" language
identify customer needs through skillful questioning
keep customers' trust when things go wrong
turn angry customers into satisfied customers with non-defensive listening and take-charge (proactive) problem solving
cross sell additional services (solve problems for the customer

Program Topics

Day 1
How to project a superior service image

The elements of presenting yourself and your company's services and products
Using the first few seconds to your advantage
Building the relationship

The ALERT! loyalty-building customer service response

The five steps: Ask, Listen, Evaluate, Respond, Take action
How to use the steps as a track on which to run
How to get back on track when you get off

Assessing the customer situation from the customer's point of view

Why it's important to Ask, Listen, and Evaluate before acting/responding
2 indispensable questioning tools to get information
The secret of getting the customer to help you
7 tips for making sure you've diagnosed needs accurately

How to let customers know you've understood their needs

Three levels of power listening
Hearing, analyzing, empathizing
How to use paraphrasing to listen accurately and analytically
8 benefits of paraphrasing to the customer what you heard the customer say
How to prevent misunderstandings by decoding messages
Listening empathetically
Using visualization to get a complete picture
How to ensure you see things from the customer's point of view
Summarizing agreements and commitments
Cross selling: developing the relationship
Presenting services as solutions to customer problems
Seeing the big picture, anticipating needs, taking initiative
Emphasizing benefits instead of features

Day 2
How to make "can do" commitments

"Can Do" language that customers love
6 ways to put a positive spin on your commitments
Keeping commitments: following up
Unswerving service: strengthening the relationship

When things go wrong -- how to keep the customer satisfied

The steps: Apologize, Give information, Empathize, Provide options,
Take action
How to prepare for the conversation (when you can)
Six forbidden phrases
How to be your customer's advocate

Service Recovery: handling the upset customer

4 primary reasons why customers get upset
10 things customers want most when a problem exists
The hardest part of the job -- listening non-defensively
Why we get defensive
How to fight defensiveness with 8 self-talk techniques
The strategy for coping with an angry person
What you should never say to an upset person
12 techniques for turning unhappy customers into satisfied customers
Why customer complaints are good news for you
How to prevent future problems

Workshop Methods

This program uses a variety of interactive methods that allow participants to learn by drawing conclusions (learning points) from their practices and exercises. The instructor serves as a facilitator instead of lecturer, guiding participants through their learning. The pace of the workshop keeps participants involved and attentive.

Training techniques include. . .

Videotaped role plays

Each participant practices handling interactions with customers. Situations are provided to the participant, while another participant plays the role of the customer. The complete interaction is taped and played back so the instructor and group can provide feedback and coaching.
Exercises and drills on appropriate language

Rapid-fire drills enable participants to practice appropriate responses in pressure situations and to think quickly, using sound judgment.
Group discussion of cases and situations

Some situations are developed by the participants based on their actual experience. The group discusses alternatives for handling different situations, and specific issues which need to be addressed.
Informal practices

Participants practice each skill in pairs and groups to build mastery.

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