It has been said by business author, Brian Tracy, “The only thing worse than training your employees and having them leave is not training them and having them stay!”
We cannot assume that our employees come to work ‘ready to handle’ every customer service challenge. Customer Service Management is the energy, time and procedures you have given to your employees in order for them to create ‘zero defections’ with each customer that approaches your business.
As the manager, you do have a say and control in the direction your staff take with each and every one of your customers. Therefore this question is key: How much time do you spend training your employees to create a ‘zero defections’ customer driven culture with regard to customer service management?
Just like an athlete training for a competitive event, his training and review by a coach is critical not only to staying in the game, but winning the game. Are you prepared to win?
Here are the top five areas managers neglect when it comes to creating world class customer service management:
- You hire employees and train them on technical skills, and expect them to have the people skills already figured out. You think “Well, what’s the worst that can happen?”
- You are unaware of how to train your employees. “It takes too much time; they should know”.
- Your own beliefs in customer service management: You believe that if a customer leaves dissatisfied, “there are plenty of customers to go around”.
- Policy vs. People – In order to maintain profits, you have policies in place that serve your business well, but are not customer driven. For example, I had a friend who had an internet marketing coach to whom she paid a very large fee for one hour of coaching. She wanted to move our appointment ahead one week due to a busy schedule. The coach said flat out ‘No’. So she was forced to keep the appointment she was not prepared for, and she had to pay the full fee. I’d suggest a re-booking fee to clients, rather than a penalty of ‘No, you should know better’ approach. We have to have the flexibility to adapt to our customer’s needs.
- You, as the manager, are not aware of your customer’s needs; therefore, you are not meeting them. The best way to know – is to ask. If you are not directly in contact with your customers, then your staff is in contact with them. By not empowering your staff to be aware, and thinking of ‘Customers first’, consequently compromises your customer loyalty potential.
We all have less than happy customer service stories that we have either heard or experienced personally. As a manager, you do have control in ensuring that these situations do not occur in your business. What will be your next step?