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Actual for You - Awesome Customer Service Requires a Three Pronged Attack
You should put the same effort into your cover letter as you do your resume. By implementing the following easy steps, you will ensure that your cover letter stands out just as much as your resume.Don’t state lies or half-truthsIt is rumored that a large number of applicants lie when applying for a position. For this reason, decision-makers scrutinize information provided in cover letters, resumes, and interviews by asking pointed questions during the interview or conducting thorough reference checks.If you do lie and get away with lying or providing half-truths, you will always be walking on eggshells wondering when the truth will be uncovered. It’s not worth it.However, there is somet
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided
Every new employee needs some type of training, and most employees benefit from ongoing training and learning. This training needs to be consistent, useful and easy for both the employee and the employer. It also needs to be convenient and cost effective. One way to accomplish this type of training is with the use of training videos. Training videos are an excellent training tool for businesses looking for customer service and sales skills, safety training, team building, and every other type of training you could possibly think of. Training videos provide the ultimate in versatility for the employer.One of the greatest advantages of using video training is that it is extremely cost effective. Buying traini
Having stated that, some businesses still seem to excel in customer service and get rave reviews from consumers, surely they have a different strategy.
Internal Customers Remain The Same
It is my view that everyone joins a business team to do their best. It is the culture of the business that affects their performance level. There is an African saying “the boss casts a long shadow” and this is especially true when it comes to the standard of customer service we experience in businesses. Every one wants to excel at customer service, but starts from a different point and performs to the cultural expectation levels of the business.
The consumer experiences customer service based, in my view, on the different levels:
Level One: Synthetic Service
Level Two: Genuine Service
Level Three: Super Service
It is the understanding of the team and the implementation process that make the difference.
Synthetic Customer Service
This is based on all team members being trained to provide a ‘customer service’ act. They are given a script, told to remember their lines and to repeat the same process with every customer.
This approach is common in the fast food industry and is often criticized by many business people, due to its artificial approach. But, in my opinion, it does have a role. Not every one has the experience and attitude to provide customer service at level two or three.
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome. They therefore ensure they have a rigorous training programme to make sure all team members are trained and skilled at least in level one customer service.
Genuine Customer Service
This should be mainstream customer service. It is based on employing a team member with personality and then giving them confidence by providing product knowledge and skills training in selling.
Genuine customer service today is often labeled Customer Relations Management. It requires team members to open conversations using “open questions". They then rely on their listening skills and product knowledge to build a relationship and foster loyalty with the customer.
Genuine customer service has to be sincere and has to provide solutions for consumers. Therefore the sales person has to think for the customer and to think through their customer’s needs and wants. This approach ensures the consumer trusts the salesperson. This is based on the sales person selling themselves prior to selling a product, service or business brand.
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided b
Much has been written and said about the glass ceiling, the inherent prejudice in the corporate world against the ascension of the female employee to high executive status. Less has been written and discussed about the glass wall, the bias practiced by corporations in the hiring of older workers.But the focus is shifting, if not the practice. The transition of the baby boomers into the world of maturity and their increasing difficulty in dealing with the bias is drawing attention because of the frequency of courtroom action on the subject. AARP lists several courtroom actions underway in its publications but those actions pertain to the mistreatment of the elderly in the workplace. There still has been
The consumer experiences customer service based, in my view, on the different levels:
Level One: Synthetic Service
Level Two: Genuine Service
Level Three: Super Service
It is the understanding of the team and the implementation process that make the difference.
Synthetic Customer Service
This is based on all team members being trained to provide a ‘customer service’ act. They are given a script, told to remember their lines and to repeat the same process with every customer.
This approach is common in the fast food industry and is often criticized by many business people, due to its artificial approach. But, in my opinion, it does have a role. Not every one has the experience and attitude to provide customer service at level two or three.
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome. They therefore ensure they have a rigorous training programme to make sure all team members are trained and skilled at least in level one customer service.
Genuine Customer Service
This should be mainstream customer service. It is based on employing a team member with personality and then giving them confidence by providing product knowledge and skills training in selling.
Genuine customer service today is often labeled Customer Relations Management. It requires team members to open conversations using “open questions". They then rely on their listening skills and product knowledge to build a relationship and foster loyalty with the customer.
Genuine customer service has to be sincere and has to provide solutions for consumers. Therefore the sales person has to think for the customer and to think through their customer’s needs and wants. This approach ensures the consumer trusts the salesperson. This is based on the sales person selling themselves prior to selling a product, service or business brand.
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided
On your first day in kindergarten, your mother helped pick out your clothes, reminded you of proper manners and sent you off into the world to make a great first impression on your teacher. I am writing this short article with some motherly advice on how to prepare for a professional job interview.Being prepared for your first ‘real job’ interview is based on the principles your mother taught you on that first day of school. Be prepared, look your best and be polite. Let’s review each of these keys to success as it relates to an interview.1) Be prepared. When you went for your first day of school, your mother made sure you had your lunch, your notebooks and your pencils all ready in your book bag. In
This approach is common in the fast food industry and is often criticized by many business people, due to its artificial approach. But, in my opinion, it does have a role. Not every one has the experience and attitude to provide customer service at level two or three.
Most young people do not have the life skills to move to level two or three. The same is true when employing people from a different culture to your target customer.
Companies that provide awesome customer service appreciate that not everyone will be awesome. They therefore ensure they have a rigorous training programme to make sure all team members are trained and skilled at least in level one customer service.
Genuine Customer Service
This should be mainstream customer service. It is based on employing a team member with personality and then giving them confidence by providing product knowledge and skills training in selling.
Genuine customer service today is often labeled Customer Relations Management. It requires team members to open conversations using “open questions". They then rely on their listening skills and product knowledge to build a relationship and foster loyalty with the customer.
Genuine customer service has to be sincere and has to provide solutions for consumers. Therefore the sales person has to think for the customer and to think through their customer’s needs and wants. This approach ensures the consumer trusts the salesperson. This is based on the sales person selling themselves prior to selling a product, service or business brand.
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided
When it’s all said and done, all you’re truly left with at the end of the day is your company’s brand and what your brand stands for in the minds of both your customers and employees. But do you manage your company brand for the benefit of both constituencies: customers and employees?Most companies that I consult with focus their brand management efforts solely on the customer. But if you’re really serious about differentiating your brand from your competitors, then I suggest that you begin to manage and think about your brand from a dual, yet fully aligned point of view: customers and employees.Your brand, be it appliances, electronics, automobiles, clothing, etc. serves as a powerful magnet that a
Genuine Customer Service
This should be mainstream customer service. It is based on employing a team member with personality and then giving them confidence by providing product knowledge and skills training in selling.
Genuine customer service today is often labeled Customer Relations Management. It requires team members to open conversations using “open questions". They then rely on their listening skills and product knowledge to build a relationship and foster loyalty with the customer.
Genuine customer service has to be sincere and has to provide solutions for consumers. Therefore the sales person has to think for the customer and to think through their customer’s needs and wants. This approach ensures the consumer trusts the salesperson. This is based on the sales person selling themselves prior to selling a product, service or business brand.
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided
Winning customers and keeping customers – the Sales & Marketing Channel will help you develop those critical skills. Fine tune your sales lead generation with an advertising message or direct marketing pitch that positions your product brand management right in your customers' sweet spot. Keep them coming back for more with smart customer relationship management, help desks and call centers, and customer loyalty programs. "Find help on every facet of customer retention and acquisition, from consumer research through media planning and buying to point-of-purchase displays." The Sales & Marketing Channel connects you with the best advice and services in these critical areas: Promotional products and promotional
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends. The process of how to be an effective host, consultant and seller, plus how to build effective relationships is explained further in my latest book Think FOR Your Customer (2004).
Super Customer Service
Super Customer Service is provided by your top performers. Super Customer Service occurs when the customer perceives they are receiving service that is above and beyond what they are expecting. The customers receive acts of spontaneous kindness that delight them. As a result, they become advocates for your business and promote your business by telling others about your awesome service.
The formula for success is:
Expectation + 1
The bad news is that you cannot put this type of service standard into your company policy, if you do, it won’t be spontaneous. What you must do is ensure that team members are empowered to provide super customer service and are recognized by management when they do.
A recent example I came across of Super Customer Service was at an international airport. A family of travelers had flown with British Airways on a long haul flight and had passed through customs with a large amount of luggage. They were struggling to a rental car when they were spotted by two British Airways flight attendants in the parking area. The BA employees dropped everything and grabbed the family’s luggage and helped them to their rental car. Now that’s Super Service, it was spontaneous and even after the sales package had been completed by the airline.
Introducing Awesome Customer Service into Your Business
You have recognized that not everyone is going to be awesome and that a business is judged on the performance level of its lowest performer.
You need to accept that in a successful team you will have team members who will be at different skill levels of providing service.
Some team members will need a precise training programme to provide them with a script. It may appear synthetic, but given time, and training, they will move to level two.
More mature and culturally aware team members will, given product knowledge and skills training, be able to provide genuine customer service using open conversations.
Finally, for those top flyers, have an empowerment policy that allows them to create a raving fans policy for your business. There are a few businesses that only need to concentrate on one level. Successful businesses understand that they need a three tier system to grow awesome salespeople who will in turn grow their business by creating customer advocates for the business.
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