Customer Service Training:
- ORGANIZE CONTINUOUS EMPLOYEE TRAINING:
Customers come to the company to satisfy their needs. As a rule, they expect qualified personnel, good advice and of course, respect. Unfortunately, educational institutions do not provide such knowledge and skills. On the shoulders of employers falls the duty to train contact personnel to provide excellent service. Zoe Talent Solutions to know more about Management Skills.
In order to provide the quality of services to be at a decent level, the staff needs excellent knowledge of the product, sales technician and general principles of customer service.
There are active and passive teaching methods. Passive are seminars and trainings where people only “absorb” new information and do not need feedback from them. Active learning methods involve the involvement of each respondent in the decision of a situation. These include business game and brainstorming. They require maximum concentration on the task. This training format allows employees to generate new ideas, develops systems thinking, forms a responsible attitude to work.
With regular attendance of training activities, motivation increases, employees “become infected” with new ideas and approaches. Over time, when people begin to apply their knowledge, they will be much more confident in communicating with customers, show themselves as professionals, increase their performance and, accordingly, the performance of the company.
- ASSESS THE QUALITY OF SERVICE OF YOUR COMPANY:
Any improvements to customer service rules are impossible without analyzing the current level of service. Market research helps to make a cut of the quality of service, to know the expectations of customers, to assess their level of satisfaction and loyalty.
The study “Mystery Shopping” allows you to assess the implementation of standards for customer service, honesty of employees, their sales techniques, resistance to stress, the implementation of visual standards. For checking managers of online stores, they use the “Mystery calling” method. Also, this study is suitable for checking call-center employees, technical support, reception managers.
Quality of service and customer satisfaction are two sides of the same coin, without one there is no second. You can measure customer satisfaction using the Customer Satisfaction Index (CSI).
The NPS (Net Promoter Score) customer loyalty rating system allows you to identify the number of supporters of the company (customers who are willing to recommend you to their friends and acquaintances), neutral consumers and critics. An open clarifying question in the questionnaire will reflect the reasons for satisfaction or, conversely, dissatisfaction with the product. The received answers are new ideas for business improvement.
You can start improving the quality of service right now. Call 10 customers and find out how satisfied they are with the quality of service in your company from 1 to 10. Get feedback today and immediately start improving the service.
- HIRE “YOUR” PEOPLE AND MAKE THEM FORM A SINGLE VISION OF THE GOAL OF THE COMPANY’S EXISTENCE:
In essence, an organization is its staff. It is very important to gather people with the same values and attitudes in order to realize the company’s mission.
There are enough qualified personnel in the labor market. But how exactly do they suit your organization? The company’s recruiters are always faced with a difficult task: to find an applicant who will best fit the company’s ecosystem and have the necessary experience and knowledge.
A detailed description of the requirements for a candidate is half the success in finding the ideal candidate. A well-written job, in addition to the work schedule and functional duties, contains information about the company; values that guide employees in working with clients and within the team. At the first stage, it is good at eliminating “not your own” candidates. Employees who share the values of the company quickly join the team, generate new ideas, stimulate the improvement of service quality.
In addition, for successful work, the team must have a unified vision of the purpose of their work. There is a beautiful parable on this topic. At the construction site a worker was asked: “What are you doing?”. He replied that he was laying a brick. They asked the second builder what he was doing. He replied: “I build walls.” The third was very passionate about his business, he was singing something under his breath, but he was also asked: “What are you doing?”. He replied: “I am building a temple.” This story vividly demonstrates how important it is to create a common vision among employees, which will become their “temple” and help them achieve their goals. In our case, a high level of service.
- INVEST IN NEW TECHNOLOGIES:
Create a convenient and understandable website, be sure to take care of its mobile version. According to some forecasts, by 2020 there will be 6.1 billion smartphone users in the world. Many customers will search for information about your company, and even wish to order goods or services from their mobile devices. Develop an application where in the personal account the client will be able to track their orders and payments.
- EXPAND THE POWERS OF YOUR EMPLOYEES:
Empowering employees is the elimination of reasons that prevent them from performing their work more effectively. This is especially important for client managers.
By giving your employees the opportunity to make their own decisions, you reduce the bureaucratic chain and reduce the client’s waiting time.