Established, since 1997, leading UK based training provider.

Customer Service Training

Customer Service Training

Customer Service Training

Customer service is a recognition of the fact that customers respond both intellectually and emotionally to your representative.

If the emotional response of the customer to your representative is positive, then that is good for business. If the customer's emotional response to your representative is negative, for whatever reason, then that is bad for business.

What is good customer service interaction?

The purpose of customer service training is to draw attention to how our agents speak, work, act and react in ways that will at least avoid a negative reaction, and preferably, create positive emotions in the minds of our customers.

Greetings and introduction

First impressions do count. First impressions set the scene for the relationship.

Once a person has made up his/her mind about someone, then he tends to engage in a process of selective perception whereby he will tend to gather supporting evidence to justify the original impression.

For instance, if on meeting someone, you form a BAD first impression, based on something they said, or did, then you tend to see other BAD things they do, and downgrade any good things they do.

On the other hand, if you form a good first impression, then you tend to see the additional good things the other does and you excuse the bad things they may do.

People do "judge books by their covers"

People do make emotional judgements of others, based upon what they see and hear.

People will judge you by everything you say and everything you do, and everything you fail to say and everything you fail to do.

For example:

  • If you smile, and say "good morning", then that says one thing about you.
  • If you don't smile, and if you fail to say "Good morning", then that says another thing about you.

Analysis and investigation of customer needs

When you meet someone your overarching principle is this:

How can our products and services be of genuine assistance to make this person's life better?

In order to help someone, you need to keep your eyes, ears, and mind open.

  • Ask them questions about what they have now.
  • Ask them questions about what they would like, or need, in the future.

The difference between what the customer has now, and what the customer would like in the future, is the way you can add value to them.

It is your opportunity to help them, and your own business, at the same time.

Success is essentially simple

You need to find ways to make your customers lives better.

You do that by finding ways you can add value to them. You do that by providing them with your skills, knowledge, products and services.

Good use of language

Five polite phrases you need to use as a speech habit:

  1. Yes, please.
  2. No, thank you.
  3. Would you mind if we....?
  4. Would you please......?
  5. Thank you very much, I appreciate it.

In addition, show genuine interest in anything of note in the house.

Bad use of language

Any form of profane language

Moaning, whining and complaining about anything.

Complaining to your customer about other parts of your own business (the office staff, bosses, etc).

You need to be cautious of doing anything which may create a negative thought in the mind of the customer. For example be careful that you don't do anything that will cause the other to have bad thoughts such as: Will that leave a stain or scratch on the surface? Is he trying to chat me up?

Intensity of emotion

Be cautious of any expression of annoyance, anger, frustration or bad mood.

Ask for referrals

In order to build the business, you need more referrals. A referred lead is when someone recommends a product or service to a friend or a colleague, based upon a personal experience. Everyone knows someone who needs your products or service.

  • if you ask them for referrals, then you may get one.
  • if you don't ask them, then you won't.

Referrals should come at the successful completion of the task and when the customer is pleased with the service your organisation has given.

Example of a suggested request for referral: "We appreciate you asking us to do work for you, and we are glad to have been of service. May we ask; Are there other people in your circle of friends, who you think would benefit from similar products and services? If so, would you please let me know who we should contact (name and number)?"

FREE Training Needs Analysis Free Training Needs Analysis Logo

FREE Training Needs Analysis!

In order to get the best from your training, you need to discover your relative strengths and weaknesses. Take our FREE training needs analysis questionnaire now and get a report in less than five minutes!

About the Author: Chris Farmer

Chris

Chris Farmer is the founder of the Corporate Coach Group and has many years’ experience in training leaders and managers, in both the public and private sectors, to achieve their organisational goals, especially during tough economic times. He is also well aware of the disciplines and problems associated with running a business.

Over the years, Chris has designed and delivered thousands of training programmes and has coached and motivated many management teams, groups and individuals. His training programmes are both structured and clear, designed to help delegates organise their thinking and, wherever necessary, to improve their techniques and skills.

Blogs by Email

Do you want to receive an email whenever we post a new blog? The blogs contain article 5-10 minutes long - ideal for reading during your coffee break!

Further Reading in Communication - Persuasive Communication

  • Good and Bad Speech Habits
    Words are powerful, but bad speech habits can affect your credibility with friends and colleagues. Bad speech habits may even affect your progress in your professional life. Look at these common speech habits and see which ones you should ditch.
    Read Article >
  • Building Rapport
    Building Rapport Communication skills training Have you ever met someone who seems to be able to "connect" with everyone? Have you noticed how people like this are more effective in their role? Life seems to be easier for them, doesn't it? This ability to connect with others is called Rapport. Creating...
    Read Article >
  • The Way You Speak to People
    Learn to speak properly to people and you will gain their willing cooperation to help you. Negative talk tends to repel people.
    Read Article >
  • How to Negotiate Properly
    Successful negotiation needs careful thought and proper preparation. Take a look at the common negotiation errors that people make and learn to avoid them. Careful analysis and a logical approach will allow you to become a successful negotiator.
    Read Article >
  • Impression Management
    First impressions do count. With a little thought, you can leave a positive impression in the minds of people you meet.
    Read Article >

Looking for Communication Skills Training?

If you're looking to develop your Persuasive Communication Skills, you may find this Communication Skills Training Course beneficial:

Open Training Course Pricing and Availability

29 June
Birmingham Jurys Inn
£475 +VAT
4 July
London - Central
£475 +VAT
7 July
Online - Teams
£475 +VAT
20 July
Manchester
£475 +VAT
More dates and locations available
Save £50 on this course

Next Open Course Starts in 3 days, Birmingham Jurys Inn, places available Book Now >