How training can elevate your customer service from good to great
Are you looking to increase the profitability of your business and maintain a wide customer base? Do your employees need to improve their customer service skills? If so, you may want to invest in customer service training.
Your employees' customer service skills contribute to your business' success. How they interact with customers reflects your business and its values.
Customer service training
To keep your existing customers and gain new ones, you may want to:
- Create a customer service guideline for employees to read during orientation
- Have your employees complete quizzes on proper customer service skills
- Show your employees the difference between good and bad customer service through interactive videos or skits
- Observe your employees when they are with customers and give them feedback on their customer service skills
- Ask your customers about the service they received and discuss their answers with your employees to improve the quality of your customer service
Help your customer
Providing great customer service means the focus is on helping customers and satisfying their needs. Customers often remember the help they receive, so if your employees listen to and answer clients' questions, this may lead to customer satisfaction and repeat business. To implement customer service techniques in customer-oriented industries like retail and food services, you may want to:
- Encourage your employees to help as much as they can and share their expertise. Say you own a flower shop and first-time customers need help choosing a bouquet for a formal event. If your employees offer help that is based on expertise and experience, your clients may find it easier to make a decision.
- Ensure your employees treat your customers kindly. For example, when clients come by to pick up their pies from your bakery at the end of the day, they may notice your employees' body language. No matter how tired your employees may be, they should hide their personal irritations and serve each customer equally well.
- Advise your employees to be patient. Customers appreciate good quality service over fast service, so make sure your employees listen attentively and remain patient when helping clients during lengthy or complicated transactions.
Visit our Sales and customer relationship management section to learn more about effective customer service skills.