Best Customer Service Training Practice
Measure twice, prevent cuts
As companies struggle to maintain their client base, customer service has become an increasingly reevaluated strategy, and for good reason.
Pleasing the customer has never been more important as the economic environment shifts discretionary income amidst a growing variety of competitive alternatives. Revco Drugs decided to take action by measuring the effectiveness of their service and uncovering ways to further please their customers in the “Every Customer, Every Time.”
By analyzing what they wanted to have transpire when a customer walked into the store, they took action to ensure employees greet the customer upon entry every time, ask any customer appearing to be searching for something if they need assistance and to make eye contact any time they speak with a customer.
These parameters were born into a two-page training manuel given to each store manager for distribution.
In order to gauge the effectiveness of the newly implemented changes, Revco sent in mystery shoppers to evaluate employee behaviors, and learned over 90% of experiences aligned with the training metrics.
Also, overall customer complaints declined significantly while positive praise increased. These measures solidified the impact of “Every Customer, Every Time.”
Bottom line- there’s always room to improve, and by constantly measuring and reevaluating practices, managers will be constantly in-tune with what the customer experience consists of and whether they’re meeting the mark of extreme satisfaction .
Tags: Best practices in customer service training, best customer service training practices, best practices on customer service training, best practices for customer service training.
Additional Business Training.com Resources
Tags: best customer service training practices, best practices for customer service training, Best practices in customer service training, best practices on customer service training
