Customer Service Job Training

Low cost shouldn’t equate mediocre service

Why the old ‘you get what you pay for’ adage should never be applied to customer service.

Jay Goltz, a small business blogger for the New York Times, reacting to an overwhelming response from a post on the current quality of customer service, discusses fundamental ways for companies, even in a financial crunch to maintain an elevated level of service.

Golz emphaisizes his understanding of wage hindernaces, and the massive impact a $1 or $2 raise per employee has on the company balance sheet. While underpaid works can wreak havoc he admits, hiring and training are the keys to maintaining great service standards.

Citing training, hiring and desire are the three components to laying a foundation for great customer service.

The desire for exceptional service must exist within the company, or else service will never be prioritized. Businesses must fathom the value customer service has in order to allocate sufficient energy toward upholding continually effective delivery.

Hiring is a critical in formulating a strong service arm. Knowing which employees will understand the concepts and act upon them, and identifying staff that shares the same desire to offer great service is a requirement.

Training comprises the bulk of ensuring excellent service, and Golz believes 20 percent is being friendly, while the other 40 percent is having a full, in-depth knowledge of the product or service. Basically, being nice only goes so far, but offering solutions is where the real value lies.

From a training manual Golz has written on customer service, Golz offers advice on how to handle, and ultimately S.A.V.E. an angry customer.

• Sympathize- tell them you understand why they are upset. Make them feel founded in their reaction and apologize for them having had to experience negative emotions in relation to your company.

• Act-tell them exactly how you will deal with the situation. For instance, tell them you will speak directly with whoever misinformed them. Or let them know verbally you will take personally responsibility for obtaining a solution.
  

• Vindicate- reassure them this isn’t a common, acceptable occurrence, and is this equally as shocking and appalling for you as it is for them.

• Eat- give them something on the house, like a restaurant might bring a round of drinks in apology for a cold meal.
  

Golz warns one more important training tactic in dealing with an unpleasant customer. Calming the staff. Learn how to pacify yourself, or your colleagues emotions when interacting with irrational and rude customers. Reminding people to not take things personally will only go so far however, which is why he reiterates the importance of hiring the right people for the task, and training them to the full extent in handling dicey situations.

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