Archive for the 'Managing Customer Service' Category
Simple Strategies for Customer Service
A video training program for young employees aged 16 – 24 years.
This video training program is specifically designed for young employees and team members aged 16 – 24 years on the how to’s of delivering outstanding customer service to the people they serve.
Why it was developed.
Over the last few years we have discovered a disconnect in the way young employees have learned how to provide the kind of service their customers really need and want.
Technology and modern times have led to making it harder and harder to find and hire young employees who come with these specialized personal skill sets and are able to deliver high quality customer service.
When you stop to think how much it would cost to hire a professional trainer or consultant to come into your business and conduct a customer service training program for your employees it could easily cost as much as $1000 to $5,000 plus per visit. Not to mention travel and lodging expenses for the trainer and your cost per hour of having your employees attend the program.
Benefits of Using this Video Training Program with Your Young Employees
- When you think of the profit value of just one of your life time customers – one who buys from you again and again over minimum of 5-10 years, this program will pay for itself many times over.
- If you frequently hire new employees due to seasonal demands or because of a high turnover rate this program is worth many times what you will invest in the initial purchase price.
- It will shorten the time and the cost of retraining new employees on the basics of customer service.
- It is your training program in a box.
Through the use of examples demonstrating the wrong way and the right way to give high quality and truly outstanding customer service, your employees and team members will learn the best way to deliver the kind of service that will produce loyal and life time customers.
To provide for maximum learning for your employees this program is divided into 10 convenient lessons that address specific areas of customer interaction.
1. Greeting Customers in a Friendly Manner with a Smile and Eye Contact
2. Providing Prompt, Friendly Service
3. Focusing on the Customer
4. Using the Customer’s Name
5. Using the Words “Please” and “Thank You”
6. Helping the Customer Find What They Need and Want
7. How to Respond to a Customer’s Suggestion
8. How to Respond When You Don’t Have What the Customer Wants
9. Complementing the Customer’s Purchase
10. How to Handle the Customer at Closing Time
As a result you can have your employee focus in on some or all of the specific lessons at their own rate of learning. You can have him or her go over it as many times as it takes for them to master the skills being learned in one or all of these sessions.
Here are the key features and benefits of this excellent video training program.
- Comes on an easy to use flash drive – just plug it into your lap top or desktop pc.
- 1 hard copy of the Manager or Facilitator’s workbook
- 5 hard copies of the employee’s work book
- An additional built in feature is you have the option of printing unlimited copies of both the manager’s and employee’s workbooks directly from the flash drive.
Comes with the feature that allows you to create customizable course completion certificates. This means that your employee will receive a sense of accomplishment and positive reinforcement for his or her achievement, signed by you.
- The program can be completed by the employee in approximately one hour – so it saves you time by allowing your employees to use their time effectively and efficiently.
- Train new employees as you hire them, anytime.
- Free shipping and handling – so there are no hidden costs, subscriptions licenses or memberships.
- One year money back guarantee so you can be assured that you are getting your money’s worth.
View a preview of it here: http://bit.ly/140w0Ht
All this for only $997 (includes shipping and handling).
It is an important tool you can add to your training resource library and use again and again no matter how many employees you have or will hire. As a result it will save you time and money by providing a consistently high quality training experience for your young employees.
For more information or to order contact us at: 734-404-5909
Order from our website: www.TomBorgConsulting.com
or email us at: TomBorg@TomBorgConsulting.com
By Tom Borg ©2013
There is a man from my hometown by the name of Joe Slaga, owner of PJ’s, a baseball card shop. When customers enter his store, he makes them feel comfortable by his easy manner. He is a good people person. He realizes that people don’t want to be badgered into buying anything. By joking and exchanging stories with them about their favorite sports celebrity, he develops a friendly relationship with all the adults and children who come into the store. He has made it a favorite stopping place for many children to bring their parents to browse and buy.
There are other baseball card shops in the area, but his is the busiest. How does he do it? Simple. He makes it a point to be a friend to his customers.
One of the biggest advantages a small business person has is his ability to be a friend to his customers, to help them in a personable way to solve their problems. By setting the example for your staff or co-employees to follow, you are creating an opportunity for them to do a better job of serving customers.
Theodore Levitt, one of the national experts on customer service, says that “our customers want to have a business relationship with the people they buy from.” Our customers want to feel special. They want to know that they are not just another number or some vague entity. Being in a small business, you have a golden opportunity to distinguish your company from the rest of the competition by being a friend.
What are some of the things you, your staff and co-workers can do in your small business to be a friend to your customers? Hold a brainstorming session and make a list of seven ideas. Circle the top three ideas and take steps for implementing them this week.
By Tom Borg ©2010
Do you know the names of most of your customers? As Dale Carnegie said, “A person’s name is to that person the sweetest and most important sound in any language.” Research has shown that there is a particular chemical reaction that takes place in our brains when we hear our name.
An easy way to experiment with this idea is to walk into a crowded mall and call out in a loud voice, a common name like Bob or Linda. You’ll see many people by the name of Bob or Linda turn around and look at you.
If you or your employees are not regularly using the names of your customers, you are missing out on a technique that can help build a lasting relationship with them. An easy way to get and use the customer’s name, if you don’t remember it, is to read it off his check, credit card, or ticket stub. When in doubt, simply ask. A simple way to do this is to use the fill-in-the-blank method. It would work like this: “Hello, my name is Tom Borg, and your name is …..?
Once you get that person’s name, use it in the conversation a few times. It helps to write down the names of the customers you have trouble remembering. Review the list from time to time. You’ll be surprised and delighted at how easy you will be able to build a sincere rapport with your customers and building customer service in your business.
1. Name ten customers who frequent your business.
2. Look for ways to reward your employees between meetings when they remember and use their customers’ names.
One of the greatest wastes in business or an organization is that of people talent. From time to time, managerial misfits make more trouble than they are financially worth by mismanaging their people.
The other day I was having a conversation with my next door neighbor who is an engineer with a local automotive supplier. I have known him for the last five years. He is a very bright individual with over ten year’s experience. He shared with me his plight with his manager, who possesses an overbearing management style. This manager runs his department with crisis management, throws work on his engineers at the last minute and expects the work to be finished yesterday. As you can imagine, this results in a high stress environment, and extremely long hours, (seven days a week). What is unconscionable is that this manger finds pleasure in berating his employees. As it was explained to me, he is very clever in his approach. He picks on one employee for three or four weeks, finding fault with practically every project this subordinate is working on. Then he targets a different employee for another three or four weeks. He then berates and cajoles his next victim, and so on as this destructive cycle continues.
The human resource director is aware of the situation, but for political reasons, looks the other way.
I asked my friend what the turnover was at this company. He told me two or three people leave every six months directly due to this manager. This formula of “short term gain for long term pain”, usually results in high turnover.
From a financial perspective, the cost of turnover for each employee is staggering. The cost to advertise, use of a recruiter, interview, train, and get the person up to a level of productivity that equals the salary and benefit s being paid, is enormous. To do this over and over again, is just pure ignorance.
Whose fault is it that these people are leaving? The president of the company is at fault. Why? Because he or she is ultimately responsible for what happens in the confines of that company. Not to be aware or to simply ignore this type of work place dysfunction with your management team is a recipe for customer service disaster.
As usual, prevention is a much cheaper strategy. One tool that can help accomplish this would be a 360 Assessment. This instrument uses the positive and corrective feedback from five people with whom the manager interacts. For example, it could be three of his/her employees, the manager’s direct boss and the vice-president of the division in which the manager works.
Another tool is to use is an incentive program. This would monetarily compensate the manager when he/she is able to successfully produce measureable results of high employee satisfaction, low turnover and high productivity.
If you have managers and supervisors that do not agree with the philosophy of creating a positive and productive work environment , thank them and give them the opportunity to work for a competitor.
In summary, maximize your greatest investment, your people, by investing in the process of properly training and preparing your managers and supervisors. You will be glad you did, so will your employees and your customers.
Make it a point to visit my blog on a regular basis and you will find tips and creative ideas to help you create or fine tune the one you already have.