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Customer Service

Angry Phone Call

3 Tips On Dealing With An Irate Client Over The Phone

Angry Phone CallNo one likes speaking to an angry person, but this scenario is even more difficult to handle when the person is a client of yours.

This is a unique relationship where you have to tread very carefully to make sure the client is left happy, lest they take their business elsewhere. Learn More

Customer Service Written Over

3 Latest Trends In Customer Service To Consider For Your Business In 2017

Customer Service Written OverMaking improvements to customer service can provide many advantages to a business.

First, by offering a more helpful, faster and friendlier experience to customers, a company can benefit from higher sales, less returns and overall happier clients. Learn More

Best Customer Experience

2 Quick Methods That Hugely Improve Customer Experience

Best Customer ExperienceCustomers are what make any business a success or a failure.

You may have the most innovative products or services, but without tailoring them to your clients, you will not make any sales. Learn More

Customer Feedback

The Role Of The Leader In Customer Service

Customer Feedback

If you are a leader in a larger business or public sector organisation then you are probably not dealing with external clients on a regular basis. It is therefore easy (once you have agreed with them) to leave the policing of your customer service standards to other people. Here is the danger when you do that! Learn More

Value Idea

How To Create Market Value Through People

Value Idea

Paradoxically, the financial performance of your department or business is not something you should attempt to directly control. It is better achieved by providing superior service to the market place. Learn More

Staff helping a customer clothes shop

10 Steps To Creating A Customer-Focused Culture

Staff helping a customer clothes shopMany people who manage teams in customer service are aware of the need to display vision and customer focus in their businesses, but less people are able to apply this in the real-world atmosphere of the hot-house business.

To create a culture takes time and effort. And you can’t demand this quality service from people; they have to want to deliver it from their hearts, and that’s not an easy concept to transfer to people.

Learn More

The Best Way To Provide Quality Service

How do you know if you are offering excellent customer service? Most companies tell us they use focus groups, surveys, response cards, mystery shopping, etc, and all these are valuable to create an awareness of exactly hat you’re doing right and wrong.

But unless you use another, cheaper, closer-to-home method, you might be missing a trick.

Learn More

Do You Have a Skilled Customer Service Team?

Chances are, whether you have direct client contact or not, you and your team members are providing some sort of customer service. You may not be dealing with outside clients, but in almost every situation you have some sort of internal client (another team, accounting, human resources, etc). Regardless of who your client may be, you need to have the customer service skills necessary to make your customers happy.

But how do you offer great customer service, from a management standpoint?

  • Start by hiring a great group of people. We’ve spoken quite a bit about interview skills – so use them. Make sure you aren’t only hiring people who can get the job done, but who can get the job done while remaining friendly and interested in their work.
  • Make sure you outline a clear set of customer service standards for your team members to follow. They should dictate how they speak to customers, how they act in the presence of customers, and how they respond (in both attitude and time frame) to the needs of their customers. Once you’ve set the standards, hold your team members to them.
  • Ensure your team member are getting the training they need. Believe it or not, most people aren’t born working in customer service industries and, as such, the skills needed to deal with people do not come naturally. Ongoing training will support your cause.
  • Develop an incentive program through which those who go above and beyond the call of duty can be  rewarded for their efforts. Sure, you should be paying well, but you should show your team members a bit of respect by acknowledging their hard work from time to time as well.
  • Take criticism seriously. People who are unhappy with your business aren’t likely to tell you about their experiences – they’ll tell everyone else they know instead. If someone has something to say – listen. Others probably have the same sentiment.

The happier your team members, the more their attitudes will rub off on their customer interactions – guaranteed.

Thanks again,

Sean

Sean McPheat

Managing Director

MTD Training | Management Blog | Image courtesy of Big Stock Photo

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