Good customer service
Good customer service has to be the outcome from your customer serviced training, so what is it, and what behaviours should you be aiming for? Here are our tips for creating good customer service.
Make it easy for your customers to do business with you.Have you tried to be a customer doing business with your company? Secret or mystery shoppers can help give you vital feedback on how your business appears to your customers, can benchmark you against your competitors and help you improve your service. Trends in the mystery shop can be used to develop your customer service training content, and get people talking about the reality of doing business with your customers.
When things go wrong put them rightPeople don’t usually take the time to thank you when everything is going well. It is when there is a query, problem or out of the ordinary event when they will get in touch with you, and that moment of truth can turn a customer into an advocate or even an ex-customer. This is when great telephone skills come into play, and your people’s ability to understand the customer and listen to the real issue really matter.
Reward the right behaviorMake sure those employees or agents that go the extra mile are rewarded. Often modern measurements mean that the number of customers dealt with and the time it takes to deal with them seem to matter more than the quality of the call, meeting. These conversations are moments of truth when the customer decides whether he wants to continue to do business with you. Don’t beat people up with the metrics so that they do the bare minimum for the customer but meet their efficiency targets.In short don’t just talk it.....do it
Share your thoughts on good customer serviceWhat makes good customer service? Do you have an example to share or an iopinion to voice? create good customer service with these training exercisesinspirational quotes To get you thinking about customer service and how it has helped some of the great business leaders of recent times. Overcoming resistance Useful insights into overcoming resistance to delivering great customer service return to the customer service training helper home page
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