It is a misconception in the business industry that customer service does not matter-- WRONG!! Do you think that most people think that a customer service jobs are medial and doesn’t matter? Or, is the fact of the matter, companies are more about keeping down costs, cutting corners and getting profits no matter what the cost? I believe the culprit is a combination of the two, but what companies fail to realize is, eliminating the human element and replacing humans with automated voice answering, voice mail, email and any other new technology they can employ rather than employing a human is the way to go---WRONG!! (I hate talking to computers and I get really frustrated when they repeatedly hang up on you when you answer incorrectly or what they deem is incorrect). Consider these steps to help you with providing excellent customer service:
- Consider the right people. Invest the time it takes to recruit the right people in the job of customer service. The front-line people represent you and the success of your business.
- Set performance standards. Training is the responsibility of company leaders, so train the right people to properly respond to the needs and requests of the customer.
- Maintain on-going training and support. Practice makes perfect. Continue the training needed to employees to achieve and maintain superior customer service.
- Stipulate consequences for behavior. Plain and simple. Hold employees accountable for their behavior. Reward those who exceed the standards and develop those who do not.
Comment Preview