Employees are the most important people in your organization and not your customers. Yes, the customers come second. Without having qualified and well-trained employees who are committed to strong customer service, all your efforts to please customers will be futile. This is why customer service training has become a popular way for service organizations to provide employees with the best ways to meet customer needs.
Customer service training is not a one-time event but an ongoing process that has to be incorporated into the organization’s culture. See here now to find some key elements to ensure that your customer service training efforts get results.
First, you need to know the purpose of your customer service training efforts. Your goal should be unique to your business, the product or service you provide and the type of customer you serve. For example, if you run a restaurant business, your expectation may be that customers are greeted promptly when they come inside, they like the service and taste of food, the environment is clean and safe and that any problems or issues are resolved according to prescribed policies/practices that have been clearly communicated to customers.
Second, your employees need to know what success looks like and how you will be judging their efforts. Based on the objectives you identified, enumerate as best you can measures to customer service success. Provide these measures to employees as the goals they will be charged with earning.
Next you should communicate your expectations specifically. Don’t assume that employees know what you expect in terms of service rather be specific and make sure you catch them early, before they make a mistake.
Moreover, you should let your employees know their limits. Your policies and practices with regard to satisfying customers and responding to complaints should be clear. The more clearly you communicate these guidelines, the better able employees will be to meet customer needs. Customers benefit, too, when employees are able to resolve situations on the spot and on their own without having to talk to the manager.
Your customer service training should be real and not something superficial. Gather common situations and scenarios to use as examples and involve senior employees in providing training.
Role-play common challenging situations to provide employees with an opportunity to practice their responses. This way, they will have a higher comfort level about their ability to respond effectively when a real situation happens.
Lastly, sharing your and your employees’ failures as well as celebrating successes together will help you keep a good balance of both failure and success stories to build a strong service culture.