Keys To Creating A Customer Service

Business Where does good customer service begin? Is it with the employee who is on the floor or on the phone with the customer? The employee who interacts regularly with customers is an important part of customer service, but good customer service is much more than that. A company must have the proper mindset and environment among all its employees. And it must begin at the top and permeate all levels of the organization. There must be a sustained environment dedicated to providing the best customer service possible. A business will not be able to sustain good customer service if the working relationships within the company do not also foster respect and consideration. If managers are not directly dealing with the customers, with whom are they interacting? In many cases, with the staff members they are leading. And if employees are treated poorly by management, are they inclined to provide good customer service? Not likely. An environment that fosters customer service comes from the top down. Add customer service training to this foundation of a positive, affirming environment and the result will be exponential. There are a few other points to consider in building a company-wide environment of quality customer service: •Get HR involved – Hiring managers need to be on the same page and know what skills and attitudes are valued by the organization. Part of the skill of providing good customer service may be “born not made,” in other words, hire those who are predisposed to providing good customer service. •Tell them what you want – Even employees with the proper attitude and natural disposition need to be trained to the company’s standards and expectations. Treat them with respect, and train them so they have the tools to provide the customer service that will make your business stand out. •Put it in writing – What is the vision for your company? What are its goals, and what do all employees need to do to help the company realize those goals? Write a mission statement. Perhaps, if it is lengthy, distill it into a company motto that is easy to remember, understand and follow. •Give a little leeway – There is a danger in being too rigid and rule-driven. Once you have the service environment in place and employees have been trained to provide good customer service, allow them the freedom to build successful customer relationships within the framework you have provided. •Carry on – If your employees truly feel empowered and appreciated, there is no stopping them. Anyone can hit a snag along the way, but if you use those as learning experiences and soldier on, there is no telling how far you can go. What it all boils down to is that everyone wants to feel valued and appreciated – the customer for his business, as well as the employees who are the face of your organization. Develop that true customer service-oriented environment throughout your company and it will be a place where employees look forward to coming to work and satisfied, repeat customers are assured. About the Author: Shep Hyken is a customer service expert and a New York Times bestselling author. He invites you to download the first three chapters of his latest book, The Amazement Revolution, at For more information about Shep visit Article Published On: ..articlesnatch.. – Business 相关的主题文章: