| Everyone talks about good customer service. We want it when we are the customer, and it can make a difference in where we shop or, with which businesses we choose to work. As business owners, we expect our employees to understand the importance of customer service, even if we have not trained them in this area.
So, what happens when your business “slips up” in caring for its customers? We have all heard that happy customers will tell someone they know; unhappy customers will tell ten others. Why is this important? Satisfied customers are our best marketing tools. Wouldn't you prefer to go to a dentist, a CPA, or a college that has been referred by someone you trust? That referral may include reference to the quality of the product you are seeking, but equally important, it includes how they were treated; in other words, the customer service they received.
In my discussions with Kitsap businesses over the last year, I have found that oftentimes businesses hire a frontline person - receptionist, customer service agent, administrative assistant - typically at entry-level wages, but provide little training in how to do their job. There is an expectation that this person already understands the basics of office operations as well as what customer service is and how to provide it. For example, take the case of fictitious employee Terry. During her first day on the job the phone rings, or a customer walks through the door. Is Terry ready to handle customer expectations? Customer service training, no matter how minimal, could pay dividends to your business down the road.
As we all know, first impressions are important, including general appearance, attire, facial expression, tone of voice, and attitude. This first impression continues with the employee's choice of words, willingness to respond to requests, phone etiquette, product knowledge, and so on.
Next, the customer should feel that their needs are being met. It is important for your frontline employees to understand how to handle any special situations that may arise, such as, angry customers, rush orders, multi-tasking and stress. How would your employees respond to these situations? Would training help your business achieve your customer service objectives?
Across the nation, businesses are seeing that today's young worker has less sense of what it means to be a good employee. We need to prepare the younger generation to understand the importance of good work ethics. Things like, showing up to work on time regularly, calling in sick, respecting their supervisor, being responsible for their work, using business-tone language in all forms of communication (not Instant Message style), and the list goes on. Sound familiar? Work ethics also play into successful service to your customers.
This fall, Olympic College will be introducing a new program entitled: When the Phone Rings, Are You Ready? addressing these workplace challenges. This introductory program is geared towards employees in a frontline position and their supervisors, and could be a great tool in helping your business develop and implement practical workplace ethics and customer service skills.
When the phone rings, are your employees ready for your customers? For more information about the program, please give me a call at the number below or email me at wmiles@olympic.edu.
(Editor's Note: Wendy Miles, Director of Customized Training and Military Education at Olympic College, oversees the operation of the Kitsap Business Assistance Center (KBAC). For partnership opportunities, contact her at 360-475-7786. For business counseling needs call the KBAC at 360-307-4220.). |
