|Improving Customer Service
Issue # 48 of 70
By: Dr. John T. Self
Smile. You're a Star
Training is such a great word. Every company swears they do it. But are they seriously doing it? I wonder.
I say that because if a company is not training on a continuous basis, they are not serious about it. It has to be done with sincerity and fervor. I guarantee your employees will know it if you are just going through the motions. If you don't take it seriously, they won't either. We're talking about leadership, pure and simple.
A great technique that is often forgotten or not even considered is to use the best to help the rest.
I'm sure that you can identify your best customer service people. They are the ones who:
There is a reason why they are succeeding! They are doing something extra or a series of something extras that produce results. These results in turn establish relationships with their customers. It might be one of several things:
Something sets them apart and allows them to excel.
Don't you want to know what those certain things are? Don't you want them replicated by your other team members? Isn't the name of the game providing high-performance customer service? The way to accomplish this is through the following series of steps:
I would be very surprised if you didn't see similarities between the superstars. The same phrases, the same mannerisms or the same attention to details and knowledge.
Remember the ultimate point of all this is to increase sales and revenue by establishing (and keeping) an ever-expanding, loyal customer base, from which everyone benefits.
Video/audiotaping can be done by a professional or by yourself. I would recommend contacting a local company and having it done professionally. It is worth the investment. One or two hours of taping and an hour or two of editing will produce first class training materials which you'll be able to use for a considerable amount of time.
This aggressive investment sends a strong message to your employees; you are serious about service. Your business will thank you.
Text © Dr. John T. Self, 1997,1998. Part of the original Sideroad.