Info Business

What is Customer Service? Have you ever stopped to think about this issue? We have trained thousands of people and hundreds of organizations in customer service. No matter who the person or organization that the answer to this question is always generic. They will say: “Customer Service is giving customers what they want” or “is to satisfy customers’ sometimes say it is” making the customers happy. ”

At first glance, these responses may seem right, nothing could be further from the truth. For example, suppose you run a restaurant. If a customer had to go into a restaurant and order office supplies you would be able to give customers what they want? Would you be able to satisfy a customer who was looking for a gem if you worked at a hardware store? No, it would be impossible. The best I could do was politely tell the client where they can go to the Jewish community. Obviously, customer service is to give customers what they want, or even customer satisfaction.

The same is true for how we provide customer service. When we ask the question: what is most important for a quality service, almost everyone we asked to answer, smile. Although it may be desirable in some cases, it is not appropriate in all cases. Imagine if a mother in danger came to you and said she had lost her son two years at the store. Imagine how he would react if you were to smile? Or imagine if a customer says he / she slipped down the stairs or escalator to your store and as they explained their terrible wounds they smiled.

The truth is that customer service is not practical, it’s principles. The practical details may change, but the principles remain the same. Staff is not smiles all the time, to give customers everything they want, or to satisfy all your needs. The staff is intended to promote the organization and its values. If you want to increase the impact of its customer service employees to learn to represent the unique characteristics of your organization.

When we are teaching modules for training customer service focus first on what the organization’s values, what is and what she wants customers to see. Once we did, we address how to serve in the light of these values. It is a very easy way to find staff to change the way they serve it produces better results and is much more fun to teach.

Here’s something you can do to help your people perform effective customer service. Take a black / white board, and draw a simple house. Ask the staff to take a piece of chalk or marker board and turn to this base of operations of your organization / company. You can add pictures or words on the basis of design. Some add words like quality, professionalism, kindness, services, money, speed and simplicity, so that others can learn things such as customers and staff.

Now, ask the staff of this simple question: In light of this picture, what makes a customer service representative do good? The participants will now find it easier to see what customer service is really about your organization. They can say, for example, given that we are a friendly company smiled. Or maybe they will focus on the professionalism of the organization and explain that it is professional to stand up and dressed appropriately.

Instead of teaching personnel practices on the principles and practical details naturally.