Management of customer service is important to provide customers the best service at all times.
To gain new skills in customer service, consider participating in a Customer Service Training Course offered by pd training in Christchurch, Auckland, Dunedin and other cities in New Zealand.
A successful company understands that the way they treat their employees is how their employees will treat their customers. A happy employee will be willing to put in more effort to ensure that the customer is fully satisfied with the company’s services. Therefore, investing resources in keeping employees satisfied is a good strategy for creating and retaining customers.
Employees must be guided towards better performance with patience. The communication the management holds with the employees must motivate them to perform better, not force them. It is best to provide customer service professionals with tools and techniques that will help them to perform better. For instance, if an employee is struggling with handling difficult customers over the phone, specific skills training/guidance aimed to enable the employee to handle difficult customers need to be provided to resolve the problem.
Communications with employees must always be positive and precise. It is important for the management to observe and measure results, and to resolve problems that restrict employees to meet company goals.
Developing the Right Attitude
A customer service professional must have a proactive, positive and helpful attitude. Customer service employees must be trained in:
- Handling difficult conversations
- Dealing with irate customers
- Providing active help
- Dealing with stress
- Developing positivity
- Dealing with criticism
- Communicating effectively
As a customer’s first contact is mostly with customer service professionals, it is important that they are well-trained to provide the best service every time.
Aiming for Continuous Development
Customer service employees must always be motivated to keep improving themselves. Both personality and skill development has a tremendous impact on how an employee works. Therefore, activities, training sessions or self-learning must be conducted to create an environment of continuous growth and development. The creation of such a work environment will automatically create enthusiasm among employees to keep learning and growing.
Share Successes and Failures
Do not keep the failures or the successes secret. Involve the employees in the results as much as in the service. View the customer service employees as a team responsible for the results. Connect their efforts to the results. Appreciate and reward employees if the company achieves successes because of their efforts. At the same time, share with them the goals that could not be achieved due to their under-performance. It will help to generate team spirit among employees and loyalty to the company.
Provide Constructive Feedback
All feedback is aimed at improvement, but the way it is provided is instrumental in creating a positive or negative outcome from the feedback. When providing feedback, use positives along with the criticism to cushion the impact of the criticism. Appreciate the employee for his/her strengths before providing the feedback. It is important for the employee to understand that improvement is required, but it is equally important for the employee not to feel small, discouraged or bitter. Negativity will only defeat the purpose of the feedback, which is to bring about improvement through willingness, not force.
Create a positive environment for the employees to grow and help the company to grow with their efforts. The role of the management is crucial in maintaining successes while keeping the workforce happy.
Pdtraining delivers 1000’s of professional development courses each year in Wellington, Auckland, Napier, Christchurch, Hamilton, Dunedin and Tauranga, so you can be assured your training will be delivered by a qualified and experienced trainer.
All public Customer Service Training courses include am/pm tea, lunch, printed courseware and a certificate of completion. Customised courses are available upon request so please contact pdtraining on 1300 121 400 to learn more.