Tag Archives: customer service experience

Customer service skills for every employee

Customer Service Tips

There are a few customer service skills that every business and employee needs to master to succeed and to avoid any customer service train-wreck and lose customers.

No matter what contact you have with customers, whether it is over the phone, face-to-face, in a shop, or in an office, good customer service skills is essential. The main benefit of good customer service is a happy customer who will likely return and/or tell others about the excellent experience they had in their dealings with your company. Word of mouth recommendation are the best form of free marketing a company wish for and extremely valuable.

Here are few customer service resolutions for any business and employee to adopt:

Hire better – No business can provide good customer service without hiring the right employees.
Improve employee training – The service an employee provides is only as good as the training they receive.
Greet customers with a smile – Be aware of your body language and always greet your customers with a smile.
Be patient – Always be patient with customers who are trying to reach out for support when they are confused and frustrated.
Customer proximity – Always stay visible and available to your customers but don’t hover and infringe on their space.
Empower employees – It is important for employees to feel that they are empowered to solve problems and ratify their customers without worrying about a manager looking over their shoulder.
Be proactive – Always be proactive and ask how you may be of service but don’t overdo it.
Use appropriate greetings – Be sure to use age-appropriate greeting and avoid referring to older customers and women as ‘guys’.
Let your customers talk – Never interrupt your customers even if they are angry and expressing their feelings. Wait for them to finish and release their frustrations and calm down.
Use clear communication skills – Always deal with the problem at hand without going into your life history.
Know your product or service – Makes sure that you are an expert about your product and services, and if you don’t know something don’t be afraid to seek assistance to answer any customer questions. The best forward-facing employees in your company will work on having a deep knowledge of how your product works.
Use the correct tone – Don’t smile, laugh or mock upset customers. Convey empathy with a soft tone.
Greet your customers correctly – The way you greet a customer is the first impression and interaction and far more memorable. Use an appropriate greeting to make your customer feel welcome.
Listen to your customer – If you don’t listen to your customer then you will not be able to help them effectively and meet their needs. The ability to really listen to customers is so crucial for providing great service for a number of reasons.
Never avoid customers – Never turn away, walk away, start a phone conversation, or hide behind a counter when a customer approaches.
Treat customers equally – Remember that all customers deserve the same attention regardless of their age or appearance.
Leave you cellphone in your bag – Make all personal calls on your break and never around customers.
Monitor customer body language – Learn to read body language and be aware if a customers requires your assistance.


How to transform your customer service experience and culture

Customer Service Excellence

As a business owner or manager would like to see increased productivity, have more customers walking through your doors, and more net profit? Do you want to create a work environment and excellent customer service and experience that is far more that just good customer service?

As a leader or manager, here are a few tips to transform your customer experience and corporate culture that will support and sustains your customer service programs.

Stand for the right thing – Have you trained your employees to understand and know what exactly your company stands for. Make sure that your company’s organizing principles are meaningful, short and memorable.

Make sure to hire the right way – Once you are sure about what your company stand for, you need to hire employees that are congruent with you customer-centric values.

Pay your employees the right way – Understand that your company’s brand and reputation is based upon the interaction and experience your customers have with your employees. Remember it is your employees on ground level who interact with your customers on a daily basis.

Take the right approach when it comes to your company’s personal policies – Forget about reprimanding your employees or docking their salaries for being late to return to the office after a lunch break. Don’t evaluate your employees based on average handle time on phone calls.

Remind right – Remember it is the duty and role of the leader’s to make sure that employees are constantly reminded of the core principles which form the foundation of your customer service excellence culture.

Train and coach the right way – If your employees feel that their jobs are only for the paycheck at the end of the month, then the company leaders have failed in their duty. Employees need continuous coaching and encouragement. Don’t wait and leave it to the annual performance review.

Discipline employees in a productive and meaningful way – Note that customer service excellence is defined by the consistency of your customer serve training. Never allow employees to perform below your customers expectations. This will only lead to a situation where your company is seen and has a reputation of poor service.

Create the right policies and standards – Develop and create policies that are achievable and make sense. Understand what is reasonably expected from your customers and set these down in your standards policies.

Empower your employees to service your customers – In the event that your standard policies do not cover all the unexpected situation, you need to empower your employees to service your customers without equivocation, on the spot, and not have to run and find the nearest manager for assistance.