Training Your Customer Service Organization

Your customer service training should include every existing and new employee. It should also include specific times for review, evaluations and additional training. Be sure the following customer service principles are understood and embraced by every staff member:

· Customer service is your companys primary business, regardless of the product or service.

· What-ever-it-takes service should be the operating principle.

· Staff should never say the following when assisting customers:

1. We cant do that.
2. I dont know.
3. Youll have to...
4. Could you hold? Ill be back in a second.

· Ask the customer how they would like to see the issue resolved.

· Customer complaints are a gift. Say, "Thank you."

· A thorough knowledge of company products/specifications and services is necessary for all staff.

· Making instantaneous decisions to resolve customer issues/complaints is critical to the customer service process.

· Superior service positively affects the customer, other staff members and the organization.

· Really listening to customers can be the best customer service skill of all.

About the Author

Kennette Reed, CLP, is a customer retention specialist, author, marketing professional, public speaker and interior landscape consultant. She has authored numerous articles, special reports and books. Subscribe to Customer Connections FREE newsletter and receive a FREE report, Delivering Exceptional Customer Service. Subscribe at: http://www.topica.com/lists/customerconnections

kennettereed@kennettereed.com
http://www.kennettereed.com