If you have an unhappy customer,
they may tell as many as 200 others about a bad experience at your place of
business. If you have a very happy customer, they may only tell a dozen about
their positive interaction. Providing good customer service can be key to the
success of your business. After all, word of mouth is still the most effective
form of advertising. The Extended Studies Department at Northeastern Junior
College, as part of its Spring 2013 Work Skills training offerings, will hold a
class on customer service in early February.
“Customer Connection: Essential
Skills for Great Customer Service” will be offered on Tuesday, February
5th from 11 a.m. to 3:30 P.M. The instructor will be Andy Long, dean
of enrollment management.
The training will start by
examining what questions drive customer engagement. From there, participants
will be given practical advice on how you can improve customer service from how
you answer the phone to how to handle complaints when they happen. The class
will also help you create customer service tips that your entire workplace can
use to ensure great customer service, no matter who is dealing with the
customer.
Long has a great background in
customer service. Prior to NJC, he worked for a large national research company
that excels in tracking how customers think and what motivates them to make
various buying decisions. He has implemented a number of activities and tools at
Northeastern to help with student (customer) recruitment and retention and
frequently offers workshops for fellow employees sharing ways to enhance or
improve customer service and professional performance. He is sure to present
this subject matter in an entertaining and enlightening format.
You need to register for this
class by Wednesday, January 30th. Cost is $30 per person. Employers
are encouraged to consider sending their front line employees to this training.
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