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Treating Co-Workers as Customers

August 12, 2011 Leave a comment

With all good intention, companies focus on training their front-line personnel to exceed customer expectations at every customer touch point. But let’s face it… internal relations mirror external relations.  Departmentalized mindsets, lack of cooperation and unaligned objectives all eventually reflect on the quality of service to our customers. That’s why internal service is the backbone of customer satisfaction. Only when employees serve each other can the customer be served.

Appreciate the difference between cooperative and confrontational communication. Immediately apply the skills to avoid uncalled for personality conflicts.

With Guthrie-Jensen’s Treating Co-Workers as Customers seminar, you and your people will

  • Understand the importance and value of teamwork in the delivery of customer satisfaction.
  • Communicate in order to gain cooperation.
  • Avoid unproductive mindsets that hinder cooperation.
  • Discover and understand the difference between cooperative and confrontational language.
  • Realize effects of the usage of cooperative and confrontational language.
  • Prevent miscommunication and misunderstanding by using the right words, voice and body language.
  • Resolve conflicts with other departments.
  • Deal with negative and unhelpful colleagues.

Equip all employees with an internal service mindset. Prevent strained relationships between departments from occurring. Equip your people with the skills to increase cooperation and reduce conflict significantly.

For more information about this seminar, call Guthrie-Jensen today at (+63-2) 816-1610. You can also email trainingseminars@guthriejensen.com, or visit www.guthriejensen.com for information about this program as well as other training courses in the Philippines.

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Categories: Customer Service

Proactive Customer Service

August 12, 2011 Leave a comment

Excellent customer service is not just an embellishment for a company that sells products or services.  It is the most important ingredient to any company’s success – even more important than the product being sold.

In fact, studies show that 70% of customers change providers not because of price or quality issues, but because they did not like how they were handled or treated by the provider.  It also costs the company five to six times more to win new customers than to keep one who is loyal.

Get more loyal customers by developing and improving your service to them.  Personalize your service by developing front liners’ skills and heightening their sensitivity toward customers.

With Guthrie-Jensen’s Proactive Customer Service seminar, you and your people will be able to

  • See each customer contact as an opportunity to deliver impressive service.
  • Transform “business-as-usual” transactions into unique and extraordinary experiences for the customer.
  • Project competence, courtesy, and credibility.
  • Exceed customer expectations through the power of the personal touch.
  • Avoid average, robotic service by using empathy.
  • Ask questions that show the customer your company cares for them.
  • Respond efficiently, courteously, and professionally to the customer’s needs.
  • Customize their approach according to the different types of customers.

Get more repeat customers and grow your business faster. Join Guthrie-Jensen Proactive Customer Service seminar today!

For more information about this seminar, call Guthrie-Jensen today at (+63-2) 816-1610.  You can also email trainingseminars@guthriejensen.com, or visit www.guthriejensen.com for information about this program as well as other training courses in the Philippines.

Related Post: Proactive Customer Service

Categories: Customer Service

Managing Customer Service

August 12, 2011 Leave a comment

Satisfying customers is not as easy as it used to be, especially in this highly-competitive environment.  We need to impress and delight them at every point of contact.  To do this, our people’s customer service needs to positively – and not negatively – stand out.

More importantly, our people need a good leader, manager, or supervisor to satisfy customers.  After all, people will follow to the extent they are led.  Managers and supervisors need to walk the talk of excellent service before they pass this on to their people.

With Guthrie-Jensen’s Managing Customer Service Program, you and your colleagues will be able to

  • Create and manage a customer-focused team using the Five Crucial Leadership Fundamentals.
  • Ensure customer loyalty in today’s competitive environment.
  • Go beyond frontline behavior and practice service management.
  • Set and implement service standards for customer contact points.
  • Develop the right mindset that leaders need in a customer-centric organization.
  • Develop a service culture through service management.

Develop leaders to develop the whole team.  Get more loyal customers with Guthrie-Jensen’s Managing Customer Service seminar!

For more information about this seminar, call Guthrie-Jensen today at (+63-2) 816-1610.  You can also email trainingseminars@guthriejensen.com, or visit www.guthriejensen.com for information about this program as well as other training courses in the Philippines.

Categories: Customer Service

Handling Complaints

August 12, 2011 Leave a comment

Given today’s tough and highly-competitive environment, companies must go the extra mile to serve, please, and keep their customers.  Still, no matter how excellent a company’s service is, it will receive its share of customer complaints.  How would you like to deal with them more effectively?

Effective complaint handling can save your business from unwanted costs. It prevents negative word-of-mouth publicity. It prevents additional advertising costs to attract new and lost customers.  It also prevents customers from switching to the competition.  And of course, it reduces stress.

Protect your organization from lost revenue.  With Guthrie-Jensen’s Handling Complaints seminar, you and your colleagues will

  • Be prepared to deal with complaints emotionally and mentally.
  • View customer complaints as means to recover customer goodwill.
  • Avoid being negatively affected by the customer’s anger.
  • Dissipate anger with the right words, tone of voice, and behaviors.
  • Listen proactively in order to discover a solution to the customer’s concerns.
  • Create solutions acceptable to both the customer and the company.
  • Quickly rebuild rapport with the customer.
  • Follow through to make sure all agreements and commitments are delivered.

Get the skills to solve customer problems fast. Ensure customer loyalty.  Join Guthrie-Jensen’s Handling Complaints seminar today!

For more information about this seminar, call Guthrie-Jensen today at (+63-2) 816-1610.  You can also email trainingseminars@guthriejensen.com, or visit www.guthriejensen.com for information about this program as well as other training courses in the Philippines.

Categories: Customer Service

Dealing with Challenging Customer Service Situations

August 11, 2011 Leave a comment

We are all highly aware of the importance of good customer service and the need to consistently provide it.  But we also know that keeping customers happy is easier said than done.  Customer behaviors come in different forms, and dealing with challenging situations is the great challenge.

Ensure continued quality and professional service.  Ensure repeat business with clients.  With Guthrie-Jensen’s Dealing with Challenging Customer Service Situations seminar, you will be able to

  • Maximize influence during the most difficult customer service interactions.
  • Adjust well to customers by analyzing the psychology behind demanding ones.
  • Defuse hot-tempered customers, deal productively with those who feel superior, and tactfully guide customers who continuously talk about non-business issues.
  • Avoid being intimidated or bullied by picky customers.
  • Handle disappointed customers.
  • Calm down customers who feel they have been wronged.
  • Use words that customers want to hear and avoid words that they don’t.

Satisfy demanding customers who always ask for out-of-the-ordinary requests. Be the preferred partner of your clients with Guthrie-Jensen’s Dealing with Challenging Customer Service Situations seminar!

For more information about this seminar, call Guthrie-Jensen today at (+63-2) 816-1610.  You can also email trainingseminars@guthriejensen.com, or visit www.guthriejensen.com for information about this program as well as other training courses in the Philippines.

Categories: Customer Service