Great customer service is so wonderful to receive - people willing to help, knowledgeable about product, and efficient. Every business needs staff and managers who are passionate about service - wanting to deliver the best - to their customers and their internal clients.
In tough economic times no one can afford to waste time delivering bad service and risk losing customers.
The Manager's Role
All companies and businesses want staff to deliver consistent outstanding customer service - but how can we train them to do better? Customer service training starts with managers - they are the role models. So make sure they are trained effectively. They need to understand why Putting Customers First is critical to business success, and how they can succeed Managing Call Centre Staff. Seven Dimensions has a wide range of leadership and management DVDs that will make it easy. The award winning Vision for Change shows how one company worked out the two main things their customers wanted - then set about delivering on these two essentials - on time deliveries and in full first time.
Coaching and Feedback
The skills many managers lack - are Giving Feedback - Basic Skills and Coaching on the Job. If they can learn more about coaching and what leads to Performance Excellence they will more likely end up with motivated skilled staff.
Reciprocity
Sometimes managers don't realise when they are sending out a negative Boomerang - so they themselves are causing the problem with their own negative behaviours. If they know How to Manage and Motivate a Sales Team or provide Leadership for Quality Service they can have a big impact on their people.
Motivation
Would you like to motivate your staff to be positive at work - with their team members and customers? Now you can get into the mindset psychology of service motivation with psychologist Eve Ash's expert advice with our latest DVD Getting Motivated (Due for release January 2009)
Best Practice
Benchmarks for service are critical. Are your people passionate about service? We need to see people who are passionate about service - for example in businesses like SEEK, PEREGRINE and BRISBANE CITY COUNCIL. Our new Australian DVD - Passion for Service Excellence (due for release in 2009) sets the scene for critical success factors:
- Be Passionate About Your Job
- Know Your Product
- Make a Positive First Impression
- Build Friendly Relationships
- Deliver Solutions
- Turn Complaints into Commendations
- Be Proactive to Improve
Have fun teaching service skills
Have fun training your staff to be happy at work with Kangaroo, or show them The Secret Service Awards or how to handle difficult customers on the phone with Managing Anger and Abuse.
Hear great tips from psychologists Eve Ash and Peter Quarry in Sales & Service Turn Offs, The Spirit of Service, Handling Complaints and How to Make a 5 Star Impression.
Selection & Interviews
Find out how to select the best service staff using Role Plays and Work Tests and the right Question Types in Interviews and the best ways to do a Reference Check.
Assessment Tools
One of the best ways to find out what skills your people lack is to do a training needs assessment using some 360° assessment tools online. These kinds of tools can be used successfully not only to assess training needs but to evaluate improvements: