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P.S. Please review our design portfolio for Doors2012. How To Introduce a Customer Service Culture What is the best solution when the numbers show that there is a deficiency in how customers view your service level? Dr. Raymond Lindquist said, "Courage is the power to let go of the familiar." If the familiar within an organization is poor customer service, it is time to let it go. A culture of outstanding csutomer service needs to be effectively introduced within the organization. Since the service is providing for the needs of a customer before, during, and after their purchase, a holistic approach is necessary.Customer Service Training ProgramsGood customer service has to be taught; assuming that employees will know how to treat customers, just because they work in a field that requires this standard, is dangerous. An integral part of any training program is giving employees a chance to express what they want from a company, when they are in the role of a customer. When employees take the time to consider what they expect as a customer they are better prepared to deliver when they are on the other end of the transaction. Management has to take a personal interest in developing and participating in the training program in order for employees to appreciate that it is a serious responsibility.Top Down Approach To Customer ServiceWhile training programs may be designed with entry-level employees in mind; if management takes a hands-off approach the training programs will not succeed. Employees and customers need to see that everyone right up to the highest level of management takes exceptional customer service seriously. Organizations that involve multiple operations with multiple managers may find it worthwhile to consider a separate corporate management training program. It should emphasize the necessity for management to be viewed as accessible to all, in order to promote high employee morale anhd customer satisfaction.To ensure a business' continued success it is imperative to make the investment in nurturing a culture within the organization. By starting wiith management in developing this culture there will be a definite trickle-down effect. An employee who is treated well will pass this on in the way that customers are treated. An appreciated customer is a loyal customer, and more importantly a customer that will tell others about how well they are treated. From the largest corporation to the smallest local business it is important to introduce a customer service culture by providing employees and management with the training they need.
P.S. Please review our design portfolio for Doors2012. The 3 Biggest Skills Needed For Outsanding Customer Service Outstanding customer service is the cornerestone of every successful business, and if the standard level provided by an oprganization is not exactly where it ought to be, then steps need to be taken to improve in this regard. Talking with employees to find out wasy that they think improvements can be made is useful. Customer service training programs though are an even better tool to bring about improvements. In general there are some larger principles that should be kept in mind to provide outstanding customer service. The three biggest skills include:Genuine Personal InterestPersonal interest in customers can only be faked for so long, and even though employees have bad days, if they genuinely care for customers, they will not be able to hide it. The culture of genuine personal interest must begin with management. If managers develop good relationships with employees, when employees feel like they can bring their comments, concerns, and suggestions to their managers and actually get some real feedback; it creates happy employees. Happy employees in turn provide cusromer service that leaves customers satisfied and looking forward to reutrning.Be A Good ListenerIn an attempt to be proactive about issues employees sometimes do not actually listen to customers concerns; they simply assume that they know what the issue is. Before an employee has a solution already worked out in their mind it is important to make sure that the real issue is actually understood. Customers know when an employee is actually listening to them and when the employee is simply trying to get rid of them as quickly as possible.Appreciation of What the Customer RepresentsThere is no company without customers, so each and every customer needs to be provided with an exceptional experience every time they make a purchase or are provided with a service. When everyone, from manzgement down to the newest employee, appreciates that the needs of the customer takes paramount importance, the quality of service will inevitably improve.Application of the 3 concepts outlined above, are critical to providing outstanding customer service. While employees may have a general idea about how they can do a better job in these areas, training can help to present clear solutions to issues encountered in the workplace. Choosing an effective training program presented by an experienced, dynamic trainer will allow a company to provide the outstanding customer service necessary to keep customers satisfied.