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There is great Customer Service out there!

Posted by Rachel Read on November 28, 2011

Congratulations to Scotsdales Garden Centre who this month won a Best Customer Service Award! We’re particularly chuffed at Helix, as this year we’ve delivered 4 customer care workshops to their staff. Last week I received some great customer service when I reported a fault on my phone line.  The process was slick and the 3 individuals involved were well briefed, polite and efficient. Virgin Media Business got it right. It’s clear to me that managers and leaders have a key responsibility for the delivery of good customer service, whether they are directly customer facing or not. Here are some tips that we see work no matter whether the organisation is dealing with the public, business customers or internal customers:

1. Create a customer service blue print. Once you’ve segmented your customers, identify who the different groups measure you against. Be prepared to adapt, update and adopt new ways of doing things. Make sure all staff (no matter how much customer contact they have) understand what good customer service means for different customers for example in a hotel which is regularly used by both SAGA holidays and BBC film crews.

2. Develop the skills and confidence of individuals to interact well with customers. Some individuals are naturally great with people but leaders need to take ownership for developing the product knowledge, communication skills and confidence of the whole team. This may include technical training, job shadowing, coaching by more experienced staff, role playing handling of complaints and difficult customers. Crucially it means positive feedback at team level and to individuals; passing on the comments of satisfied customers, recognition of a complaint well handled, and a timely thank you.

3. Be a good role model. Senior management must all buy in to customer service – use the language, demonstrate the required behaviours and follow the procedures. 

Give us a ring to talk about tailored customer care training or as part of a management development programme.

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