Customer service is best when it is delivered at a consistently high level. Many times you can go to the same business and receive various levels of customer service. You can go to the business on one occasion and be amazed by the level of customer service and then on the next visit be very disappointed in the service level. When the service quality goes up and down it results in poor word of mouth advertising, which has a negative affect on the business.
When the service is this inconsistent, this points to a hiring and training program that is not delivering consistent service quality. Businesses need to hire staff with great teachable attitudes. This is where past references will be very important to ensure staff have the needed attitude. Once hired, this is where the training program needs to be developed to ensure that customer service is delivered at a high level consistently. Staff will need to be trained in product knowledge so they can answer all customer questions about the product or service.
Once staff fully know the product or service, this is where the customer service training will start. Staff will need to be trained on how to properly engage customers in small talk to build relationships so that customers can feel connected to the business. Proactive customer service needs to be taught so that staff can anticipate customer needs and then meet that need. Customers will be impressed when you deliver proactive customer service. For example, refill their drink before they need to ask for a refill.
Conflict resolution techniques will need to be taught so that staff can handle tough customers and be able to keep them happy. These techniques can also help reduce staff stress as they will be more confident in handling tough customers. Staff need to have these tools so they can resolve conflicts quickly and still be able to deliver superior customer service to that customer. There will also need to be routine monitoring of the staff to ensure they are being consistent. This will reinforce the idea to staff, that they need to be consistent in their delivery of customer service.
Once word gets out that your business delivers consistently great service, positive word of mouth advertising will bring in many new customers and help create a great business.
When the service is this inconsistent, this points to a hiring and training program that is not delivering consistent service quality. Businesses need to hire staff with great teachable attitudes. This is where past references will be very important to ensure staff have the needed attitude. Once hired, this is where the training program needs to be developed to ensure that customer service is delivered at a high level consistently. Staff will need to be trained in product knowledge so they can answer all customer questions about the product or service.
Once staff fully know the product or service, this is where the customer service training will start. Staff will need to be trained on how to properly engage customers in small talk to build relationships so that customers can feel connected to the business. Proactive customer service needs to be taught so that staff can anticipate customer needs and then meet that need. Customers will be impressed when you deliver proactive customer service. For example, refill their drink before they need to ask for a refill.
Conflict resolution techniques will need to be taught so that staff can handle tough customers and be able to keep them happy. These techniques can also help reduce staff stress as they will be more confident in handling tough customers. Staff need to have these tools so they can resolve conflicts quickly and still be able to deliver superior customer service to that customer. There will also need to be routine monitoring of the staff to ensure they are being consistent. This will reinforce the idea to staff, that they need to be consistent in their delivery of customer service.
Once word gets out that your business delivers consistently great service, positive word of mouth advertising will bring in many new customers and help create a great business.
