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Some restaurants are known to be elegant and expensive, but that's not what most customers want when the whole family goes out for dinner. A leading Roads and Transport Authority promises "Smooth and Safe Transportation for All." Think smooth roads and railways, but also smooth licensing procedures. Think safe travel, but also safe handling of your personal details and data. The Raffles Hotel has a mission statement that includes this vision: "...delighting patrons with many memorable experiences." People go to Raffles for good times and great memories, and Raffles staff members are delighted to make them happen. The vision backs up customer service training for the unique environment. Wipro, a world class IT services provider from India, who caters to both domestic and international markets, promises to be the "Proactive Value Adding Service Partner" of choice. Their customers get new ideas from a company they can partner with for the future, not just a low cost vendor who only meets minimum specifications. This vision guides customer service training and inspire staff to perform. Singapore Airlines has a tag line that sets an extraordinary standard: "Service even other airlines talk about." Annual service awards praise those who go beyond the call of duty to make this tag line real.
*Customers are issuing complaints about how they are treated
*Employees are failing to think "outside of the box" when resolving customer problems
*Employees view customers as an imposition, rather than as an opportunity for the company
*Employees routinely escalate customers to management rather than resolving the issues themselves
*Customer service representatives appear to be experiencing a great deal of stress If you notice any of these issues, or you simply want to improve your level of service so you can be certain your company stands out from the competition, it might be time to find a proven training course for your employees. Quality training courses that can help both your employees and your business.
There are many aspects of the customer experience that a typical mystery shopper company addresses in their regular consultations with clients, and all of them are important. Without good communication, a mystery shopping company doesn't know what to look for, or what questions to ask. Without good on-the-ground mystery shoppers, results get muddled. Without great analysis and careful consulting work, important results can be misinterpreted or even ignored. All of it is important. Empower them to make exceptions or give discounts on behalf of the company. Then, when they realize their moment-to-moment decisions can affect real company outcomes, they'll be less likely to feel like just another cog in the machine, and they'll see and treat customers as people first. Follow-Through Of any of these three, this is the most teachable (and perhaps most traceable). When employees are in the habit of following-through with customers, the results are often quite positive. Whether it's a phone call or a simple "Did that answer your question?" following-through is an easy way to be sure any problems a customer may be having are addressed. It gives the customer an opportunity to vocalize their feelings, and the more a customer communicates, the more likely they are to have a more personal experience (see above). Moreover, following-through works for both new and experienced employees alike. Customer service training is my area of expertise Brand new (Customer Service Training} Ideas, Top 10 (Customer Service Training} Customer Service Training - Increasing Your Success Rate, Top 10 (Customer Service Training} Resources
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