Customer Service Is A Human Experience Between The Service Provider & The Customer!
In the delivery of the service or product, there are many "points of interaction" with the customer. These are also referred to as a "moment of truth" or "touchpoint" which occurs whenever there is a customer contact. Each point of interaction can create a positive or negative experience for the customer. But, it's always an opportunity to meet and exceed the customers' expectations because that is the moment when the customer forms a perception of your company, its people and its products and services.
Your Culture Is Showing!
Customers look at your environment in one of two ways. The customer either perceives you being pleasant and friendly with a willingness to serve, or you come across as negative, condescending and basically suffering from the syndrome "the customer is the enemy." Which culture do you have at your company? Does your customer service come across as your secret weapon, or is it "the customer is the enemy?" Creating a customer service culture begins with training your associates and equipping them with the proper tools and resources to implement Service Excellence and create a positive experience for the customer that keeps them coming back. Providing quality service isn't improving technology and machines, it's all about the human interaction of people serving people!
Training Becomes The Vehicle For Change!
Customer service training is not about telephone techniques and fancy slogans or themes. Customer service training should be about understanding people, dealing with personalities and especially behaviors. Today, people skills are needed more now than ever before. Service Excellence is a human experience and it's emotional. When you demonstrate a willingness to serve and the customer senses it, you exceed their expectations because they are thinking you are not going to help them. Developing and training your associates on customer service skills is not easy as most people resist change. Your training must be structured to allow an "ownership to the process." Without it, people won't accept it and buy into it, which creates further problems. Remember, your company can't change its service culture unless your people change first!
Experience These Learning Outcomes!
Create your quality service culture where every associate is in The Habit of Service™ by meeting and exceeding your customer expectations.