4. Invest in customer service training Yes, I know, you hire attitude, however, your people need to know such skills as: • How to be professional in their day-to-day work • Where to get education on products • How to handle an angry customer • How to handle an abusive customer
great and how would I want to be treated if I were in the customer’s shoes. I know it sounds obvious but you and I know businesses who never grasp this simple rule, particularly multinational corporations
...To mention a few
7. Maya Angelou has it right “People will forget what you said, they will forget what you did, but they will never forget how you made them feel”
Their need for on-going customer service training is paramount and there are multiple courses and books available to bring your team up to par in the workplace
If you make this mantra a key component of your core values and share this with your team, you will be very successful. I try to live this mantra every day of my life, personally and in my business. How sweet is this!!
5. Understanding the convergence of disciplines This is where your team are duodisciplined. They are customer service professionals as well as sales associates and they are often required to switch hats in mid conversation as they are engaging with your customers. For some members of your team it is a natural intuitive step and they understand their role, however, for others, it may be more difficult and may require some coaching. As an example, suppose a potential customer comes to your store, engages one of your team for a prolonged period of time, then chooses not to purchase, and begins to leave. This is where the team member has the opportunity to give the person a great experience by switching to an ambassadorial/ customer service role for your store and make the customer feel great as they leave your business 6. Common sense rules the day Finally, it often comes down to common sense. Forget all the hoopla! What would make the customer feel
Roy Prevost is a customer service activist and the author of “Turbocharge Your Retail Business” Sign up for his newsletter at www.royprevost.com.
RISKY BUSINESS MAGAZINE
SPRING 2012
17