In simple terms it is vital for small and large businesses to have in place proper guidelines for staff members to follow so that a customer leaves the place of business satisfied with a feeling he has been provided with excellent service and a desire to return or continue doing business with your firm.
In many cases a customer’s first experience with a business is through telephone contact. The following are a few telephone customer service tips that will assist staff at first point of contact.
1. Communication.
Ensure employees are kept up to date on what the goals of the business are and well informed as to its financial position. Inform staff members the reason why any changes need to be made and how staff can contribute to those plans. Encourage staff to remain focused on providing good customer service
2. Resources.
Streamline systems and processes so that employees output and time are being used efficiently. Ensure essential resources are used productively to avoid waste and that customers are always provided with good customer service
3. Health and Safety.
Ensure your workplace has an effective workplace Health and Safety Policy. This will help identify employees who may have stress symptoms and provide managers or affected staff members with an intervention and education plan on how to cope with any workplace health issue.
4. Managing Staff Insecurity.
In situations where redundancies may occur try to keep affected staff informed and provide options. For example, look for those employees who may have transferable skills and whether they can be transferred to another department.
5. Positive outlook.
As a manager and employer it’s important to remain focused and positive in order to keep team spirit and morale high during difficult times. This is one of the best good customer service tips because setting an example for staff by going the extra mile for a customer will encourage employees to do the same, having the affect of helping your business and ultimately bottom line profits.
6. Targets.
Focus on delivering good customer service and where necessary improving any poor customer service habits that may have crept in by ensuring staff training programs are up to date and relevant to the current market. Performance expectations should be realistic. Remember the golden rule is if you are loyal and supportive of your staff they will support you.
POSITIVE HUMOR
Recognize when to add humor to your interactions with people. There is a difference between negative humor and positive humor. Examples of negative humor would be sarcasm or making racist or cultural jokes. Never make a joke and laugh at others, this is a very negative form of humor. Adding positive humor will build customer relations and help to relieve tension in the atmosphere. Help yourself to develop your humor sphere of vision. There are many humorous sentences on the Internet or in publications, collect some of them to use in future conversations. Read comics in the paper or on the Internet, this will expand your humor sphere. Learn to laugh instead of getting mad, laughing is truly contagious and clients love to be able to smile or laugh.
read more : customer service , business ,customer
没有评论:
发表评论