Customer service is imperative for establishing and maintaining a loyal customer base. In organisations where employees interact with clients directly, managers need to train staff to provide excellent customer service.
Failure to do so can lead to poor sales as clients will either not partake in the services offered by the company, or existing clients can choose to take their business elsewhere. Read this article to learn the basics of great customer service.
Friendly Service – The number one rule to providing great service to clients is to have a friendly attitude. While most of your employees likely know this, there are times when their demeanor can change, such as when a client is being pushy, rude or simply annoying. Also, personal life can interfere with work; an employee who is having a bad day can bring that attitude to work. Therefore, it is imperative to train your staff to be courteous and friendly at all times.
Knowledge – Aside from a friendly attitude, your customer service representatives need to be knowledgeable in the products and/or services offered by your firm. A huge liability can arise if an employee provides incorrect information to a customer; that person can either demand money back, or simply stop using the organisation’s services altogether. Prior to having any of your staff members interact with clients, make sure they are fully trained and knowledgeable about the company.
Feedback – To make sure you are providing excellent customer service, there is no one better to ask than the actual clients. There are various forms of surveys which you can administer. If your staff interacts with customers on the phone, you can automate an over-the-phone survey which clients can take to report about their experience. You can also post a feedback response request on your website, asking clients to provide their opinion on your customer service. This way, you will know what areas your organisation needs improvement in.
Customer service is one of the most important aspects of running a successful business. While you can provide excellent products and competitive prices, rude or inexperienced employees can prevent you from retaining loyal clients.
Head of Training
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Mark Williams is a learning and development professional, using business psychology and multiple intelligences to create fascinating and quickly-identifiable learning initiatives in the real-world business setting. Mark’s role at MTD is to ensure that our training is leading edge, and works closely with our trainers to develop the best learning experiences for all people on learning programmes. Mark designs and delivers training programmes for businesses both small and large and strives to ensure that MTD’s clients are receiving the very best training, support and services that will really make a difference to their business.