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jml Training and Consultancy Recommends First Class Customer Service Training

As markets are shrinking and more people are being made redundant it is of paramount importance that employees receive customer service training.

March 17th 2009 As a result of the worldwide economic downturn it is even more important that businesses maintain a very high standard of customer service care. If customers are not being looked after properly, they will be lost, whereas with proper customer service there will be repeat business.

Philip Suter of jml Training and Consultancy said, "Last week I had to sort out a problem with some audio visual equipment we use as part of our training programmes. I had to visit two retailers; one a large UK electrical retailer and the other a company selling own brand Japanese merchandise.

In both of these establishments I experienced a very high calibre of customer service, with the sales assistants spending a lot of time trying to solve my problem and not pushing for a new sale. The end result was that I returned to one of the two retailers a day later to buy a new product and again because of some technical problems setting it up, the sales assistant spent plenty of time to explain how to connect it up and make it work as it should."

In both cases these companies had trained their staff well. It means customers will return again and again. However the market is getting much tougher and in many cases there will be no second chance.

jml Training and Consultancy have designed in-house Customer Service Courses

Providing Excellence in Customer Service - that will cover:

  • Top down approach to customer service
  • Attitudes to service delivery
  • Motivating staff to give good customer service
  • Backroom tasks that improve service to the customer
  • Organisational systems and procedures to support Customer Service

Communicating with Your Customers - This will develop the essential communication skills necessary for success and covers:

  • Self-awareness and the impact of behaviour on others
  • Roles, relationships and communication
  • Creating a positive impression - using an appropriate behaviour style
  • Assertive verbal skills for dealing with difficult situations
  • Using active listening skills
  • Providing good service in anybody's language

As there are so many people now reliant on using the phone to solve a problem with a product or service, then the correct telephone manner is essential.

The jml Training Improving Telephone Skills in house course will cover:

  • Initial impressions and building rapport
  • Effective voice skills
  • Asking the right questions
  • Listening for tone
  • Practical telephone techniques

Philip Suter said "Our training courses are in fact tailor made for an individual client's requirements and if companies are making some employees redundant then the remaining ones have to work very efficiently and keep their customers satisfied and one way to ensure this is by proper customer service training."


More information about jml Training

jml Training and Consultancy is a specialist training company offering "in-house" training courses to Local Government. Universities, Councils and Companies - both small & multi-national. It is part of the 30 year old established jml Group and the training division has been established over ten years and apart from providing training services in the UK, its' trainers also train in France, Ireland & worldwide.

The specialist areas include Training development for women, Diversity and Inclusion, customer service training, Diagnostic Assessment, Leadership, Coaching and Team building, Management Development Programmes and Customer Service Training. More information at www.jml-training.com.

jml Training and Consultancy March 2009

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