“There is only one boss, and whether a person sells soap for a living or heads the biggest corporation in the world, the boss remains the same. It is the customer!”
Customer is always right or Customer first is the popular saying that has been the guiding principle of a successful business.
In today’s fast-changing marketplace, the customer is king and excellence in customer service is a key determinant for business success. With so much information and so many options to choose from, customer loyalty sometimes hinges on the behaviour and competencies of the employees.
It’s easy to presume that an organisation is providing good customer service – after all how difficult can it be? But, providing exceptional customer service without fail is very tricky.
Customer Service is the most important part that sticks with your customers and inspires reviews and word of mouth advertising. Happy customers come from excellent service and are your best advocates – even better than your most talented marketers.
The Net Promoter Score (NPS) is a core measurement for customer experience management. Helping your customer-facing employees to understand the importance of NPS and learn strategies for enhancing the NPS can deliver higher business growth and customer satisfaction.
Our Customer Service training programme does just that – it can give the organisation a competitive edge by improving employee customer orientation through immersive training and behaviour modelling.
Customer Service training includes the experiences of the customer before, during and after a purchase. To tap into this our Customer Service training programme assists the employees to build a customer-centric approach which will make deeper connections and stronger bond with the customer.
You can be assured that with our customer training programme, your team will have the necessary soft skills and tools needed to enhance customer interactions and surpass their sales and net promoter score goals.
In this high-impact training program, participants will
- Learn the importance of customer service orientation
- Learn to build rapport and empathize with the customers
- Learn how to handle customer communication so as to meet the organisation’s objectives
- Learn to deal with demanding customers and difficult
- Learn the importance of enhancing Net Promoter Score and strategies to do the same.
We also provide an online Customer Training Programme which can be accessed by those who are not from Mumbai.
Our institute is considered one of the top 10 training institutes in India.
What should be included in customer service training?
Customer service training refers to developing the knowledge, skills, and competencies of your employees as required to increase customer satisfaction.
Customer service skills training course content typically includes greeting the customer (either by phone or in-person), questioning to understand the customer’s need or problem, listening, confirming understanding, responding with value, using positive language, dealing with angry customers, and the importance of body language and tone of voice.
How do you train employees for better customer service?
The training comprises of activities, role-plays and games which are followed by a discussion and debrief.
This experiential learning approach equips the employees to practise good listening skills and questioning techniques which will help to polish the quality of interaction and shorten the interaction time with customers.
Employees also learn how being proactive and making sure that every customer feels that their needs are well understood can make a big difference in their experience with the company. It enhances trust and relationship with the customers.
How do you learn customer service skills?
By practising skills listed below one can master customer service skills
- Empathising with customer
- Active listening
- Establishing rapport
- Communicating effectively
- Measuring and analysing feedback
- Willingness to learn, unlearn and change if needed.
We also customize our on-site training to suit your specific requirement.