In this hi-tech age, it’s easy to get preoccupied or involved with our work, and forget about how we are actually servicing our customers. Let’s look at where some companies go wrong.

Customer Service Training – Not a number one priority.

Many companies adopt the attitude of brushing up on customer service, when things are going wrong.  By doing this, they have the misunderstanding that, by investing in a short burst of customer service, it will totally change their employee’s attitudes towards customer service for life.   We often talk to companies who invest in a short burst of customer service training, and then feel it isn’t something they need to look at again, for about another 5+ years.

Does every new employee in your company get customer service training?

Disney is renowned for being one of the leaders when it comes to customer service.   Even before new recruits begin their job with Disney, they undergo 2-days of customer service training.  Disney understands the value of its customers, and if companies really want to be successful, like Disney, it’s vital they adopt and understand that they too are in the service industry.

Management  have a ‘do as I say, not as I do’ attitude.

It’s vital that customer service, is EVERYONE’s number one priority. From Managing Director/CEO all the way down the ladder to every single employee.  Management must be seen to be actively involved.  Delegates often comment that management ‘don’t walk the talk’.  It’s pointless having a great mission statement, if your company doesn’t follow through and back up what your mission statement says.

Reinforcement is the key.

Customer Service training is a constant challenge and one that needs reinforcing regularly.  At least every six months, even if it’s only a half-day session.  To keep the focus on customer service, it needs to be effective.  It needs to be focused, on how you can improve your performance as an individual and as a company.  Keep nurturing your employees so customer service is their number one priority.

Don’t allow your employee’s the opportunity to say, “We’ve heard this all before.”  Like good advertising, have the same message, but change the way it’s advertised.  That way, your staff will continue to buy into the customer service excellence culture.

Too many companies ignore the importance of creating a culture of ‘customer service excellence’. Remember, your customers want to know what you’re going to do for them, today and tomorrow.  They aren’t interested in what you did last week, or a year ago.   So make a start today, start to look at how your staff respond to one another (internal customer service) and how they are with people from outside your organization.  Ask yourself, could it be better.  And if it could, what needs to change.

If you want to know more about how you or your work team can raise your customer service standards, please contact Glenn Harrison for an informal chat.

Motivational Training: tel +44 (0)1777 710999

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Glenn Harrison

Author/Coach/Trainer/Motivational Speaker
Certified Acredited Behavioural Analyst

Glenn Harrison is available as a world-wide, international motivational speaker to give a hilarious, educational speech on Behavioural differences; Motivation; Body Language; Sales; Teamwork and Self-development.

We train all over the world; at no additional cost other than economy travel and overnight expenses.