When you invest in customer service training, you naturally want results. The sad truth is that many times there are no lasting results from business training programs. Sometimes this can be the fault of a poor instructor or materials, but more often it is a result of how training fits into a bigger business picture.
Are you bold enough to BE THE BOSS of your customer service efforts? Although it may seem politically incorrect these days to assert your position as a manager, sometimes it is the only course of action that brings about the kind of customer service that you want to offer your staff and that will build your brand as a customer service leader.
Too often our customers and potential customers can see the holes in our first impressions much easier than we can. As a matter of fact, we are so familiar with our own business that it is hard to see with the eyes of an outsider.
An April 2013 Customer Service Study by Dimensional Research pinpointed what makes customers of mid-sized companies happy and what leaves them in dismay. This is the first in a series of blog posts about the important results of this study.
Customer conflict is often generated by one of three things: Company Error, Customer Error, or Policies and Regulations. Your staff needs to be trained on how to react and respond to these specific conflicts, as each demands a different strategy.
Your ability to build customer service success must begin with an honest self exam of how you are doing right now. These three steps will give you a snapshot of where you are and where you need to improve in the months and years to come!
Small Biz Club is the premier destination for small business owners and entrepreneurs. To succeed in business, you have to constantly learn about new things, evaluate what you’re doing, and look for ways to improve—that’s what we’re here to help you do.