Webinar Training Topics
Providing superior customer service after the sale is a smart business decision that pays long-term dividends. All the money that companies spend on sales training, marketing research, advertising, and PR initiatives to attract new customers is wasted if they can't keep their customers satisfied after the sale. Your satisfied customers' positive "word-of-mouth" endorsements have always been and always will be your company's greatest asset and most effective marketing program.
When you think about providing great customer service, it's about how you take every single interaction you have with a customer and use that opportunity to improve his or her perception of your organization. It is important to remember that kindness and courtesy are the building blocks that form the foundation for superior customer service. When you show kindness and courtesy, you transform your customer into your best sales rep. The truth is that all of your customers are valuable stakeholders in the success of your company... and never forget that!
Customer service is all about expectations. And the expectations that customers have today were shaped by their previous experiences. Businesses need to meet or exceed these customer expectations if they want to maximize their profitability.
Customers typically describe quality customer service in terms of attention to detail and responsiveness. Customer satisfaction surveys consistently point to the fact that the little things make a big difference. Not surprisingly, the top two customer complaints with regards to customer service are unreturned phone calls and a failure to keep promises and commitments.
The external customer is someone who signs a check, pays our employer, and ultimately makes our paycheck possible. External customers have choice, and if they don't like your product or service can take their business elsewhere.
An internal customer or internal service provider can be anyone in the organization. The employees are the face of the company and are the liaisons your customers interact with when they research products and make purchases.
Outstanding internal customer service is simply good business. Internal customer service can flourish only in high communication environment. To create a positive internal customer service atmosphere, all departments must work together cooperatively within the organization. Like gears meshing in sync, interdependent business units meet each others’ needs, work productively together, and deliver high quality products and service to the external customer.
Customers who see a friendly and engaged staff are more likely to support your business than customers who hear your employees complaining behind your back. Workers who care do better work than employees who only want to collect their paychecks and leave. They manufacture products of higher quality and put extra effort into problem-solving, thereby improving the experience of your external customers.
Customer happiness is the key to business success. This idea isn’t anything new or groundbreaking; in fact, customer service is routinely rated by business leaders as being the most important factor in business success.
Simply put, customer service is knowing that a satisfied customer is a happy one, and that a happy customer is one that will come back time after time to purchase the products or services you offer. But while most organizations make a conscious effort to keep their clients happy, the truth is that it often just isn’t enough.
Customer satisfaction plays an important role within your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments.