When the management decides to hire an applicant, there already exists the delegation of power. The newly hire is empowered to represent the company, whether or not he has undergone training around the nuances present in the field of customer service. Training is but paramount regardless of the magnitude of your business. From small scale to massive conglomerates, training an employee is necessarily. An establishment may have a hard time coming up with a reasonable excuse for not allowing new employees to under go a formal training. Why? Because there are a multitude of training options and procedures that will certainly meet your budget and your particular situation.
With the issue on empowerment raised, the management may opt to delegate a certain amount of authority. Though delegating authority without proper training and without discernibly establishing rules on how to go about addressing the demands of customer service is nothing but unsound. You didn’t empower a staff, you just created a liability.
When formulating a training program, one should remember Maslow. Let his conceptualization guide you. Always put into mind that the management should never (never ever) release an ‘unconscious incompetent’ upon unsuspecting customers. This applies to those ‘conscious incompetent’ as well. Even if the employee possesses a trainee badge, but he has yet to fully grasp the general movement of the business, then he still cannot go in the forefront. It’s like sending a private in the frontlines unarmed.
Hopefully, you will employ the best that your business can afford. Not to mention the most qualified experience wise or those that exude natural attributes. The management also has the responsibility to introduce new qualities and unlock inner abilities of their employees, recent hires or otherwise. And along the way, sensitive and confidential issues will also be disclosed to employees who already have a firm comprehension of the basic workings and functions of customer service behavior.
With that said, here are the 10 basic rules of customer behavior and service:
1. All good things start with a single thought of the possibility. Almost all bad things start with no thought at all. Ponder and affirm before you try to resolve.
2. Oftentimes, customer impressions and choices are initially emotional then they back it up with reason and logic. Therefore, resolving unattended demands is both an emotional and logical challenge. Do not attempt to focus on one element then entirely ignore the other. These two are inseparable. Listen carefully and gently prod until a common ground is established and a viable solution is reached.
3. Most customers are in no way at an emotional rest. There is always a kind of iceberg force that acts upon both the positive and negative from which they try to locate their balance. Probably, you are simply seeing the tip of a colossal iceberg. In this scenario, do not be restricted or shortsighted. I suggest that you classify the problem in accordance with what you initially perceive.
4. Customer imbalance occurs when the demands or expectations are not addressed appropriately. And this is really offensive in the customer’s part.
5. The reaction of the customer is directly proportionate to the mass and velocity of the offensive impact that they believe is being employed in opposition to their standards. In other words, do not rub the customers the wrong way. Do not recite to them the company’s policies. Irate customers rarely give a damn about company policies. And as a customer service rep, try to connect to the customer on the same level, and if necessary change the way you delivered the same.
6. When you are responding to an ‘unsatisfied customer’ bear in mind that they’re bleeding loyalty. And addressing their requirements with creativity, courteousness, and patience may neutralize the bleeding and may lead to eventual healing. It is OK to ask for help when needed. However, one should never start passing a customer to another rep for the purpose of walking away from them. Remember that you belong to a team. Be part of that team and move forward as a team.
7. Jolly customers glow.
8. Contented customers grow.
9. Displeased customers quietly go.
10. Word of mouth will make or break an establishment. It should be noted that all customers impart and share their experiences and stories with others.
The key to quality customer service is training and empowering the staff. And along with this is the continuous evaluation and development of techniques and tactics to be utilized to assist in reaching the desired goal. Unexpectedly, a military style grilling or debriefing is an incredible way to evaluate, review, and hone the skills of new employees. Of course, do this within the bound of the company plan.
In this such meeting, there exist no commander, no titles, no ranks. All are encouraged to speak freely and to fairly analyze and evaluate their peers and themselves, before the group.
When this grilling/debriefing is completed, ranks and titles are reinstated. No retaliations are present during the meeting as well as after such assembly.
The objective is to improve oneself and the rapport and synergy as a professional group. The debriefing is not aimed to uncover misunderstandings and receive complaints, though these are expected to pop up sooner or later. It is better of the group focus and address individual challenges and group stumbling blocks.
Try this idea on a regular basis and see their skills develop rapidly along with the increase of customer approval ratings. I wish you and your staff, as well as your customers the very best. After all, you earned it. Right?