Category Archives: Customer Service

Customer Service Training

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Customer service is very important in the service industry. Lots of people join this industry because they think that they can serve their customers in a better way. It is not very easy to please the customers and provide quality service to them. This is the reason why the customer service training is so important as well as essential.

This kind of training is usually targeted towards the improvement of the communications skills of the employees. Other than this, it is also important for the employees to understand the various styles of communication.

If the employees posses a better customer service skill then they can create a positive image for their organization. This will also help you create a loyal customer base for the company. If you are interested in this industry and want to attract more customers for your company then you must always go for the customer service course.

These kinds of courses have become quite popular these days. You must learn how to deal with the customers in a polite as well as friendly matter. This can really help your company to generate proper business.

You must always remember that the employees who provide customer service are the face of the company for which they work. These employees get the opportunity to interact with the customers directly. They either have a face to face contact with the customers or even contact over the phone as well as other sources.

The employees must deal in such a way that the customers come back for repeated purchase from the company. Customer service training is very much important to create the best service for the customers.

If you enroll yourself in this course you will learn a lot of things regarding this field. If you are interested in these courses then you can either take them up online or even the classroom courses.

When you go through the customer service training you will learn about the wants as well as the does not wants of the customers of the company. Here you will get to learn about the different kinds of errors that are usually committed by these employees. There are various topics with which the customer service training deals.

If you want to get a leadership and excellence in this service then you must always try to learn as much as you can from the training. You must also remember that each and every customer has a certain amount of expectations from the company as well as from the people who provide this service.

Other than taking training from training institutions you also need to take training from the company. The company for which you work might have certain rules and regulations regarding their service to the customers.

This is the reason why you must never miss the training provided by the company. While dealing with the customers you must always have a smiling face. You can also learn from people who are experienced in this field. Practical experience is very much important.

Article Source: http://www.articlesbase.com/business-articles/customer-service-training-3575265.html

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The Answer to the Million Dollar Question

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So how do you get more personal training clients?

This is the million dollar question that every personal trainer asks at some point in their career and I have a simple answer for you today. If you want more personal training clients then you need to create raving fans. Yes, I mean clients who at every chance they get they talk about you and brag about how great their personal trainer is. Now not every client is going to be a raving fan so the key here is to find the ones who are and get them out there talking about you. Okay so you are asking how do I create raving fans? Well it is not as hard as you think and by the end of this post you will know what constitues a raving fan and how to create them.

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So what defines a raving fan?

First of all a raving raving fan comes often. In our profession they personal train 2-3x a week and come week in and week out throughout the year.

Second, a raving fan pays full price. You do not need to give them free sessions or give them a package deal.

Finally, a raving fan is someone who tells people and tells us about it. You will absolutuely know who your raving fan is because they will tell you that they talk about you to all their friends and family and at the same time tell you how much they LOVE you!

Now, let’s assume you are just getting started or maybe you need some more raving fans well this next section is going to be about how to create Raving Fans. 

I have said this before but the single most important way to attract and build a raving fan is to build trust with them. They need to trust you as much as the trust their closest friends and family.

Deliver 2nd Mile Customer service. Matthew 5:41 in the bible states ” If someone forces you to go one mile, go with him two miles.” Essentially, what this passage is referring to is do the unexpected don’t just reciprocate go beyond. Going the second mile can make the difference between a normal client and a raving fan. It does not have to be something totally crazy but surprise your client by doing something they would have never thought you would do. It could be as simple as sending them a gift card to their favorite retail store after they reached a weight goal. You don’t have to give a lot but you need to give something your client would not ever thought you would do.

The final step to creating a raving fan is to create an emotional experience with your personal training client. If it is all about reps, sets, and exercises you will not connect with them. You need to make it personal and find that emotional hot button that really gets your personal training client engaged. Also, I cannot tell you how important it is to conduct your personal training sessions with enthusiasm. There is nothing more troubling to me then to see a personal trainer stand there with their arms crossed and lips shut throughout the entire session. Show your enthusiasm and energy towards your client.

If you build trust, dekiver 2nd mile customer service and create an emotional experience with your personal training client then you will succeed in building raving fans and ultimately you will get more clients!! Now go get some raving fans!!!

First Class Service

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What can you learn from flying first class and how can you apply it to your  business?

Well, let me tell you I finally get it! This past week I had to fly to Orlando due to the passing of my Grandfather and I flew first class. This was only the second time I have had the opportunity to fly first class but what an experience. Now, it did not come cheap. We had to use a lot of our miles, as well as pay a small fee, but the airline made it worth it. The reason the airlines make it worth the money is because the airline companies know that the first class passengers spend the most money and are probably the most loyal. This is what you need to take note of. Most sales professionals and trainers spend way too much time and effort on getting new clients and don’t realize that they need to spend more time on giving their current clients first class service.

Why, you ask? Well, the clients who train with you the most are going to continue to train with you, and will also continue to spread the good news about you. So, what can you do to start creating first class service?

Here are a few things:

1.) Send a thank you card to your clients – a spontaneous card thanking them is a very nice gesture, which shows you took the time out of your schedule to show your appreciation.

2.) Comp them a personal training session – Set a number of sessions trained and after they hit that number give them a comp session.

3.) Give them a small gift – you can get creative here and you do not need to spend a lot of money here. Remember it is all about the gesture.

4.) Start a distribution list and send them motivational quotes and articles.

5.) Remember kids names, birthdays, anniversaries, etc… Use this to send emails, cards, and congratulations when you are talking to them.

 

Now, these are just a few ideas, but the point here is you need to go above and beyond to create memorable and positive experiences for your clients. The airlines have been providing first class service for a long time and they know how to get it right, so if you need to see what I am talking about fly first class and then start providing first class service.

Customer Service isn’t Dead

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I thought Customer Service was dead! I am happy to say it is not! You see every week in our staff meeting we have a time to share great customer service stories with the staff and for the last three months I have been on able to share any real great experiences but last night that all changed. My wife and I were out on “date night” and went to a brand new restaurant. Yes, I branched out and decided to try something new and different, which turned out to be great. Why, was it so great you may ask? Well, at first it started out a little shaky because we were sat at our table and five minutes had went by and no server had approached us. Now, one thing I always do is time how long it takes for someone to greet us and take our drink orders. This comes from my days of working in the restaurant industry back in college. Okay, so finally we were greeted and the first thing our server, Sloan, did was apologize for us not being greeted. You see, we had had a glass of wine from the bar and she thought that someone had already taken care of us, but nonetheless she felt bad and immediately tried to change the situation.

Lesson number one – if things start out bad you still have time to change the outcome but you must act fast. Apologize and start trying to create a memorable experience.

Okay, so once she apologized she started to create a memorable experience for us. First, she told a story about the wine we purchased, which was really cool. Then, she made some really great recommendations  on the menu. And finally, when we had a hard time choosing between two different items she offered to split both plates with half of each order. What was interesting about that was the couple next to us asked their server if they could do that and he had some lame excuse as to why it could not be done. So here is lesson two.

Lesson two – be different and create an experience. It wasn’t that I absolutely loved the food, but the service and memory that Sloan,our server, created for us.

I can not begin to tell you that in this economic time period “Customer Service” is going to make the difference between your training or someone else. People will buy but will buy great memories!!!

Coach Dave