Customer Service Employee Training
It’s no secret that employees are the key to delivering great customer service. Ensuring this delivery delivery of great service requires employees to fully understand they have the ability to provide great service.
Can’t you just tell them? Well, yes.
But it’s what you tell them specifically about their job function that can make a world of a difference.
Customer service representatives must wholly comprehend they have the ability to provide a great customer experience. While they’re job function requires x, they must fully realize they can deliver yz.
Alphabet confusing you?
Let your employees know they have the power to go above and beyond. When they do display such behavior, encourage and reward it and spread the word of good practice to their colleagues.
Shep Hykin, CSP author of the Cult of Customer Service, offers some valuable tips on how to better solidify great service through building a customer driven organization.
1. Hire right - The attitude is more important than the skill. You can train the skill. This is what
companies like the Ritz Carlton and Nordstrom’s are so famous for.
2. Constantly train – Even if you spend five minutes every few days on something new, it is constant training and reinforcement of your business and customer philosophies.
3. Continually praise good behavior - You have to actually talk to your employees. Let them know how well they are doing. Show appreciation for doing the right thing.
4. Public recognition – Let other employees and customers know about the outstanding service your employees are creating. Build an environment that fosters this positive behavior.
5. Treat your employees the way you want them to treat your customers - This is sort of an
offshoot of the “Golden Rule” If you are constantly yelling at an employee, how can you expect him/her to turn around and be nice to a customer. You need to set an example.
Bottom line- good training, treatment and some positive reinforcement can work wonders- make them a habit!
Article Source
Tags: Training employees in customer service, training customer service employees, managing customer service employees, training employees in customer relatons, customer service employee training methods.
Related Business Training.com Resources
Tags: customer service employee training methods., managing customer service employees, training customer service employees, training employees in customer relatons, Training employees in customer service
