Many business owners believe that their staff will naturally excel in customer service because it is an essential aspect of running a business. However, this is a common mistake. In reality, it is vital to train each employee to provide service in the way that aligns with the business’s values and brand.
I am often surprised by the way staff members interact with customers. Their behaviour can hinder business growth, and I’ve heard a range of excuses, from having a bad day to feeling disrespected by the boss.
It is the owner’s responsibility to educate staff about the importance of customer service. Even though it may seem like common sense, it is necessary to set specific standards and make sure that all employees receive the same training.
I recall attending courses on customer service when I worked for a large chain, and I found the experience invaluable. The organisation’s uniform and consistent approach was evident, and it proved that proper training makes a significant difference.
It is essential to assess how customers are treated by staff. Otherwise, you will not know what is happening in that part of the business, and any issues will remain unresolved. Surprisingly, many service-based companies fail to evaluate their service quality.
I recently had a negative experience with my phone provider, which made me realise the importance of good customer service. The representative hung up on me and made false statements. I had to explain my situation repeatedly, but my phone remained disconnected for four days. This experience showed me that excellent customer service is crucial and that poor service can drive away customers.
In summary, it is crucial to train staff in customer service to align with the business’s values and brand. It is also important to assess how customers are treated and to make sure that all employees receive the same training to ensure a uniform and consistent approach. Remember, customers’ experience with the staff determines the business’s success, so excellent customer service is paramount.
