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Customer service isn’t just about being courteous to your customers – it’s a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public eye.Several high-profile companies have been in the news of late, finding themselves in the spotlight because of poor customer service policies.
Role-playing works well with one staffer acting as the customer and another as the staffer.
Moderate the session to offer your take on what the role-players did right and where they can improve.
The planning process produces a number of benefits for your business and customer service.
The process: * forces an early consideration of essential goals and policies * helps challenge old ideas and create a climate for new initiatives that may help with customer service and growth for the business * gives you a clear focus on what needs to be achieved * enables problems to be recognised that call for external sources of information and assistance * increases objectivity * prevents the business viewing the future in ways the facts do not support * increases the business personal motivation and that of your employees which will help with customer service.
Make customer service training an ongoing part of your company’s professional development program so that staffers are continually urged to up their games.
Another way to gauge service levels is to invite customers to give you an honest assessment of the type of service you and your employees provide.Good service starts with your attitude and employee training.After all, good service works from the top down, and employees who are specifically trained in the art of quality customer service are far more likely to represent your company in the way that ensures satisfaction and repeat business.This gives you an idea of whether the people you hire for your front lines will represent your business in a way you find acceptable.Provide customer service training: Train your employees on customer service policies.The important part of customer service is in keeping the customers once you bring them in.It costs significantly more to attract new customers than it does to take care of the ones you already have.Manage quality customer service SECTION 1 Assessment Activity 1 Develop and document, on behalf of an organization for which you do or might work, a detailed process whereby it will possible to investigate, identify, assess and include the needs of customers in planning processes.Private Schooling The first process is investigating why Parents would choose Private Schooling for their child/ren. Investigate the needs of families in the local area. For example the fees and how much people in the local community are willing to pay and also see what the other schools in the area are charging.Develop customer service policies: Implement service policies that address every conceivable aspect of the customer experience.This includes how quickly your phone is answered or your website or email questions responded to, how many cashiers you have on busy days, how generous your return or exchange policy is, and how you handle irate customers.