Five Things to Look for in Your Customer Service

Posted by: on Mar 18, 2016 | No Comments


We all know the adage that ‘the customer is always right’, but how do you & your staff really treat your customers? Here are our top 5 things to look for when training your staff in customer service…

  1. Smile – Yes, every customer service training emphasises smiling. How many explore tools and techniques to elicit genuine warmth and friendliness from your staff as opposed to a mechanistic grin? Creative Shift training creates a safe space for staff to share challenges and ways to reliably and regularly generate authentic warmth.
  2. Listen – Do you listen? Or simply wait for your turn to speak? We work with staff to demonstrate the power of “deep listening” – of hearing the commitment behind the complaint, of listening for emotion, for values and solutions. If your training doesn’t cover listening (to Olympic standard) you won’t generate breakthrough customer service.
  3. Think – All the customer care service training in the world will not be worth a penny if staff are not empowered and enabled to make decisions to settle issues with customers there and then. If you want your staff to think for themselves, demonstrations of initiative and attitude need to be rewarded. Staff need to be trusted to offer small recompense or compensation. If they “overstep the mark” coach the employee in what to do better next time rather than discipline them.
  4. Follow up – The biggest behaviour to emphasise in customer care is that of the follow up. If a member of staff has passed the problem on – do they follow up to make sure it’s resolved? Do they check back to make sure a customer is happy? This is the difference between a satisfied customer and one who is passed from pillar to post.
  5. Introduce a Wow factor – Perhaps the trickiest, but most rewarding of all is to encourage your staff to think about “wow” factor moments in their customer care…they don’t have to cost much, they don’t have to be complex. This is a chance for your staff to engage their creativity and think about making a lasting impression with your audiences for all the right reasons. Does your staff training create a space for staff to think of those?

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