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Identify your strengths and
weaknesses in 3 key service areas with our Customer Service
Assessment!
It's a
great tool for anyone who manages or leads a team that works
directly with your customers or with internal departments. (View/Print
PDF of Customer Service Assessment
)
Find out how you and your team measure up in these 3 service
areas:
 Communications
Customer
Service
Team Building
Once
you've completed the assessment, your score will indicate the areas that
may need additional training or attention.Use this
assessment to set powerful objectives for improving your customers'
experience and satisfaction. You may notice, once
you've completed the assessment, that to create and maintain a
customer focus, we must involve staff up, down, and across the
organization.
At Fred Pryor Seminars and CareerTrack, we've
partnered with many leading organizations, to help them attain their
customer service goals and increase customer satisfaction. If you're
ready to supercharge your staff's customer focus, please call or
e-mail us for a free consultation.
1-800-944-8503  pryoronsite@pryor.com
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Are you
communicating effectively with your
customers?
6 Great Tips
to Improve Your Communication
Skills |
| 1 |
Plan and prepare for
the interaction so the outcome is positive.
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| 2 |
Put yourself in the customer's
shoes.
Look at the situation from their perspective
to identify potential issues contributing to the difficult
behavior.
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| 3 |
Identify situations that trigger potential "hot buttons," then
avoid or modify those situations that set them off. Be
prepared to respond tactfully -- preparing can diffuse a negative response when
"hot buttons" are pushed.
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| 4 |
Understand that
difficult situations can lead to conflict. Conflict involves
needs, perception, power, values, feelings, and
emotions.
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| 5 |
State requests clearly
and confirm understanding by asking the customer to
repeat back what they heard.
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| 6 |
In a difficult situation, focus
on behavior
rather than the
person.
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(View/Print PDF of
Communication Skills poster)
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What message are you really sending your
customers?
6 Great Tips
to Improve Your Customer Service
Skills |
| 1 |
Bring about a successful
solution to a problem. It's your job to help the
customer understand. The customer isn't always right ... they may not
understand your organization's policies and procedures. |
| 2 |
Listen when a customer talks.
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| 3 |
Create positive language
statements for
employees to use. Instead of, "I'm sorry our policy is ..."
try "Let's see what we can do ..." |
| 4 |
Build rapport and gain trust by keeping
your word and doing what you say you will do. |
| 5 |
Take control of a
difficult customer situation by involving the customer in
the solution. |
| 6 |
Confirm understanding by asking the
customer to repeat back what was
heard. |
(View/Print PDF of Customer Service Skills
poster)
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Are you encouraging
the growth and success of your team?
6 Great Tips to
Improve Your Team-Building Skills |
| 1 |
Build rapport and increase morale within
the team ... remember the customer is part of the
team. |
| 2 |
Encourage others to be part of the
problem solving solution. |
| 3 |
Provide additional
training to help
employees handle conflict in the workplace. |
| 4 |
Strengthen the team with friendly
competition. |
| 5 |
Identify individual and
team strengths
and weaknesses and create project teams incorporating these
differences. |
| 6 |
Empower your employees with
information and the ability to handle customer service issues, and
provide them guidelines for when it must go to a higher
authority. |
(View/Print PDF of Team-Building Skills
poster)
 Prepare
your customer service
team for success with new skills...new
ideas...and a recharged staff with our NEW Customer Service Training Series!
Your training consultant is eager to
answer your questions and send you our detailed
brochure. Call or
e-mail your training consultant today!
1-800-944-8503 pryoronsite@pryor.com
Check out our Management Training
Series - Comprehensive management training
equipping managers with essential skills that lead to improved
results.
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Seminars
