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Customer Service Training Courses:
The
Customer Service Training Institute has enjoyed
over 25 years of successfully specializing in interactive,
fun, skill based
customer service training
courses.
At
the conclusion of our
customer service training
course you will know and understand what the ideas are behind
the skills and how to use them in business situations
to build
customer
satisfaction and loyalty.
The focus of our Effective Customer Service
Training courses is to train your staff to:
- Understand what your customers want and how that
affects your job
- Understand your own behavior and how to manage
your
customer's behavior better
- Improve your communications skills
- Learn to handle upset or angry customers
- Implement proper phone skills
- Understand and implement proper body language
- Tell the customer what you can do and not what
you can't
- For
more information and pricing on our customer service training
seminars, please
complete this form
Customer Service Training:
Customer Service Courses And Employee Satisfaction
Customer Service and Employee Satisfaction have been hand in glove since the beginning of time. Measuring that satisfaction, however, is another story...
Since all of us have different wants, needs and perceptions, you might find yourself with several different pictures based on when you ask, what you ask and who you ask when you complete a satisfaction survey.
And, you might find that the factors that increase employee satisfaction are not the same as those that increase dissatisfaction. One does not necessarily correlate to another.
It’s also important to know the customer service employees interest level. And basically there are four levels.
There is the survival level. I like to call this person Jungle man. They are doing everything to just maintain their job, and not much else. If you ask them to take on additional tasks, they cry foul. They basically want to be left alone and collect a check. At the first sign of trouble, they are gone, like the wind.
Then there is the acceptance level or Suit man. They have accepted the company’s philosophy and are regular and productive customer service employees, however, if something better comes along, they may move on to greener pastures. At this level of interest, they want to see the company succeed, as long as they don’t have to do too much extra.
Next on the ladder is the person who sees merit in what they do or Superman. They can sing the company fight song, know the mission statement by heart, and believe in what they do wholeheartedly. These customer service employees make the company go. They are the best people to have in a crisis and are the first to jump in with both feet. They are loyal and steadfast.
Last is the employee whose level is what we all aspire to be. They are the self-fulfilling or Everyman level. These people know that what they do makes a difference and are the contributors and the servants of the company. Their belief is “I make a difference because I chose to make a difference.” Every company needs a few of these people sprinkled throughout as their vision and determination is the difference between good enough and GREAT!
So the next questions is: What do your customer service employees want?
There are several surveys you can use, some are more formal, some are online, and if you are subscribed to a survey service you can design any series of questions to measure a particular area.
One company I know wanted to gauge how customer service employees would react to a move across town. They designed an online survey and asked customer service employees to rate their new commute.
Keep in mind that the level of interest and job satisfaction is directly related. A person who is at the Jungle man level will not have much to say other than asking for “better pay”. They don’t really have a stake in the company compared to someone who is at the Superman level.
You may want to conduct surveys several times a year, depending on what you are trying to measure. If you are having daily interaction with staff and conducting “Attitude checks”, you probably have a good handle on things, and your survey maybe more “point specific.”
On the other hand, if you are trying to nail down a persistent problem, you may start with a wider range survey and narrow your results to the lowest common denominator by asking your customer service employees to participate in a series of surveys.
Bottom line, although not inexorably linked, Happy customer service employees have the capacity to provide Better Customer Service.
It’s up to you to implement changes based on what your survey results indicate need attention.
Source: Leonard Buchholtz
link
Related: Customer Service Courses
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