Customer Service training is undoubtedly very important to all organisations – all the more so currently. Globally people have less available to spend on the products and services they need. With the rise of the internet, you can get almost anything from anywhere. Research shows that 80% of buying decisions are based on the service.

Improving customer service will put you ahead of the competition

The customer service module takes around 3 hours on a standard 2 day To Market customer service and telephone communications training course. Here we’ve had it distilled down into around 45 minutes of the key extracts and tips. Some of the top customer service tips here have been collected from the customer service personnel (agents) who have attended the courses. And they are the professionals of course – so they should know.

In this customer service audio CD you will hear why exceptional customer service matters to the progress of any organisation, the 4 point customer development mantra – the 4 key fundamental cornerstones why in the long run professional customer service is a MUST HAVE. Andrew Seaward will guide you through some commercial realities to customer service. Then he finishes with the 15 key points which make up effective customer service – and give your customers the service they deserve. And that’s without having to go the extra mile.   Click here   http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=27 to find out more about the CD and with a couple of clicks it is easy to buy through PayPal or by using your credit card.

Customer Service training with free training CDs to revisit the message. We’ve teamed up with the customer service training company To Market who are running a 2 day customer service training course next month in South Leicestershire on Tuesday 11th & Wednesday 12th May 2010.

For any one who books on the course we will supply the set of 3 customer service training CDs for no charge – absolutely free. Follow the link   http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=17   to see the triple pack. Individually these 3 CDs are £34.99 each, and even with the bundle pack this means you save £70.

You can view more about this customer service training programme at the To Market blog   http://www.tomarket.co.uk/blog/   where it tells you a little more about what it covers.

Customer Service training - Leicester & Northampton

But mention this article and after you’ve attended the course, they will give you the 3 CDs to help revisit the training messages about exceptional customer service as many times as you want. These 3 CDs cover the 10 major issues your customers are looking for when dealing with you. Understand the 10 key factors and you’ll be delivering the type of customer service your customers deserve and you’ll know how to exceed their expectations.

To find out more call To Market on 01858 461148.

Fish! is a great training video, and one of the best we’ve seen in recent years.

It is a great training DVD or video and it is expensive. This is the bad news, but it is worth it, especially if your organisation is paying, and or you are able to get a fair bit of use out of it – such as using it in training programmes with many people.

Fish! dvd - the top selling training video of all time

You can watch a short clip of it around 2 minutes or so at Video Arts by following this link http://www.videoarts.co.uk/Title.aspx/FISH/FISH/FISH/

It is about the 4 key principles of good customer interaction. The 4 principles covered in the 17 minute video or DVD are

1. Play
2. Make their day
3. Be there
4. Choose your attitude

It is general good business sense and so is highly suited to customer service, telesales, customer service, contact centre, call centre, internal sales or in fact anyone who deals with customers.

Fish! is a highly recommended training product. We can also help you track it down at the best price (UK only). e-mail us info@associatedlearningsystems.co.uk for more help.

The case for training. Admittedly we sell training products so we might be seen to have an opinion on this. As customers become ever more sophisticated and demanding about what they want, so customer service becomes more important.

We came across a quote recently from the highly influential management book from the 1980s “the One Minute Manager” by Kenneth Blanchard & Spencer Johnson.

“You really have three choices as a manager. First you can hire winners. They are hard to find and they cost money. Or second, if you can’t find a winner, you can hire someone with the potential to be a winner. Then you systematically train that person to become a winner. If you are not willing to do either of the first two (and I am continually amazed at the number of managers who won’t spend the money to hire a winner or take the time to train someone to become a winner), then there is only the third choice left – prayer.” This books comes highly recommended. It is easy to read, it is written almost as a children’s book and so you will get through it in no time at all. Amazon is a good source for this book.

Follow this link to find out more http://www.amazon.co.uk/s/ref=nb_ss_0_14?url=search-alias%3Dstripbooks&field-keywords=one+minute+manager&sprefix=one+minute+man

The One Minute Manager - recommended by Associated Learning Systems

During To Market’s customer service training courses, one of the sessions features asking the delegates what THEY like and dislike about customer service when they are a customer. After all they’re the professionals and they ought to know !

Collecting all these ideas over the last few years, they’ve now been distilled down into over 100 tips, which fit into 10 key categories. These have then been used as the basis for the 3 pack audio set on customer service available through us at http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=17

And the key point – the main thing – the most important element of customer service – the very single thing you most need to remember is ………………………… (trumpet fanfare)

KEEP YOUR CUSTOMER INFORMED.

If you’re looking into something for them, or you’ve got their product in for repair, or they’re waiting for an answer from you, make sure you set yourself a time limit for when you’ll get back to them. And then make sure you do it. You’ll find they appreciate it – always !

Because although you know you’ve not forgotten them and that you’re still waiting on an answer from Pete or Sarah or whoever, they don’t know that. They may assume you’ve forgotten, or more importantly they simply won’t know what to think.

So keep them informed at least daily if that is appropriate.

This is a great tip from Laura Carr, a client in Derby. I’m always blown away by stories and personal experiences where the individual in the company goes that little bit further – and does things you never expected. That really is exceptional customer service. So take this tip and think about how you and your company can ensure you exceed customer expectations. This is one of the topics covered on our 3 customer service CDs  http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=9

Meanwhile this is what Laura submitted ;

“Hi Andrew. Once I had problems with my mobile phone – as we all have I am sure! I called the T-Mobile help line and they were trying their best to help me.  I was at work and I did not have some of the information I needed at the time, so the chap checked what time I would get home and said he would call me then.  He gave me a time slot and sure enough he stuck to it.  I received the call on my home number at the time he’d said.   I was very impressed!   The key I think here is that you should always leave the customer with a positive expectation and ensure you stick to it.”

Wise words Laura !