Blog by Carolyn Burnet
[dt_gap height=”10″ /]Customer Service Training refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction.
[dt_gap height=”10″ /]It sounds very straightforward but is a skill that is often lacking – much to the frustration of customers or potential customers.
[dt_gap height=”10″ /]I am in the midst of preparing to move house and am finding my patience is wearing thin after a number of phone encounters. Perhaps I am being overly anxious, but I have queries that I would like answered before booking a service. I therefore phone and want to talk with a Customer Service Representative. That also sounds straightforward but some companies can leave me on call waiting for long periods. Strike One!
[dt_gap height=”10″ /]It is becoming apparent that I am impatient as I admit that my second issue is going through a range of push button options to try and connect. A short menu is no issue, but going through a seemingly endless string of options to end up only able to leave a voice message is frustrating. Strike Two!
[dt_gap height=”10″ /]When I do finally talk to a CSR, I do not want to be told that I can make a booking online. This makes me feel like both a nuisance, and a technophobe (they may be right but that is not why I was phoning). Strike Three!
[dt_gap height=”10″ /]Please listen to what I am asking or needing. It is frustrating to have information that is available online simply being repeated verbally. I have made contact because this company looks to be closest to what I am requiring but I still want to check out the details. You may be talking very politely but I want to be assured that my situation will be catered for. Strike Four!
[dt_gap height=”10″ /]Would you mind also using words that I understand – acronyms used within your industry may not be known or understood by your customers. Strike Five!
[dt_gap height=”10″ /]After you have shown that you understand my queries, could you please give as much information as possible to help in my decision making. It is not helpful to be told that “Unless you can tell me… then I cannot answer”. I am moving house but have yet to move in so do not know what you require. However, surely you could let me know something of the limited options that are available. For example, a power company asked for the ICP number and would not progress with an indication of pricing without it. A phone company wanted to know how many connections are currently being used. I don’t know but can you please give me a range of pricing on the information that I do have? Strike Six!
[dt_gap height=”10″ /]I admit to sounding curmudgeonly and understand how very difficult it is for every staff member to use their skills every day, all day, with every customer. But excellent and consistent Customer Service Skills is what sets your company apart from others.
[dt_gap height=”10″ /]If you have a staff member who is inexperienced or lacking in the knowledge of what it takes to increase customer satisfaction, then why not have them attend the Rapid Results Customer Service Workshop being held at Waipuna Conference Centre on February 16th?
[dt_gap height=”10″ /]Call us on (09) 447 1994 to make a booking.