Customer Care for The Win! - [website] Email Print
Published: 29th of Oct 2021 by: Staff Writer

"A brand is defined by the customer's experience. The experience is delivered by the employees" ~ Shep Hyken

So, wouldn't it be wise to invest in customer service training as part of your company's 'brand development' and success?

No matter what industry you are in, ask yourself this: How do you want your customers or clients to feel after interacting with your business?

Cast your mind back and recall trips or calls you've have made to companies, shops, restaurants, dealers and so on... How many of those interactions left you feeling like a king or queen once they were over. How many times did you end of the call/visit wanting to promote that particular company to others because of their outstanding customer service?

And, how many times did you leave, feeling frustrated and devalued?

Another thing to keep in mind when deciding whether customer service training is really necessary: In this day and age, your competitors are only a google search away...

Now, I'd like to ask you to reflect on how you and your colleagues treat your customers.

Do you:

1. Go the extra mile, even though it's not in your job description? Put yourself out to ensure the customer was treated superbly?
2. Answered the phone in a bright, professional manner at 3.30 pm as well as you did at 8 am?
3. Promised to call a customer back, and just forgotten because your system doesn't work? Or, you didn't have an answer, and simply waited until you had the information, despite your assurance that they would hear from you that day, even if only to update them on where you were?
4. Tackled our work with a really positive attitude, which rubbed off on your internal customers, (colleagues), as well as external customers.
5. Actually been grateful that you have a job?
6. Found the challenge, satisfaction and enjoyment, inherent in your present position, rather than daydreaming about the perfect job that's waiting for you out there.
7. Tried to see the situation from your customer's perspective, asked probing questions, explained steps, and generally given the customer some TLC?
8. Not got defensive when someone complains, whether warranted or not? Moved past your own personal feelings and remained calm, interested and assertive in the face of criticism, rather than losing your cool and screaming back? Or becoming passive aggressive?
9. Spent some time learning about your product? Actually taken yourself into different areas in the company in an endeavour to understand how your systems work, what your products do, and how you can ensure you are part of the solution and not the problem?
10. Finally, left work with a real buzz - feeling like you made a positive difference to those around you and those who chose to do business with you?

Great customer service is integral to your company's success! It is vital that we ensure our teams are equipped with the necessary skills to create a great customer experience...

Staff Training is a South African soft skills training provider with more than 60 workshops on offer.
Email us at info@StaffTraining.co.za for more info or give us a call at 0861 996 660


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