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Attitude is the Key to Customer Service Training
The current economic trend has produced a need for excellent customer service.With consumer spending at its most frugal time, excellent customer service is essential for a business to retain its current customer base and increase this base as needed. Basically, customer satisfaction should be the first priority of any business during this recession.
Customer service has a major impact on company profits. Managers have the ability to control many of the costs of doing business. The two greatest factors under a manager's control are labor costs and product costs. However, no matter how tight the control, a decrease in sales will only decrease profits. Therefore, customer satisfaction through excellent customer service has the greatest impact on a company's profitability.
One of the most influencing factors of customer service is attitude. This is not just individual attitude, though. The attitude of the company is the first factor. Some companies include customer service in their mission statements or their guiding principles. These companies have the right attitude. Other companies that do not take customer service into consideration in their business plan cannot expect their employees to provide excellent customer service. Attitude flows from the top. If the company finds customer service a priority, then every level of the company, from the highest executive to the lowliest employee, will find customer service a priority. Basically, excellent customer service becomes part of the company's culture.
Companies must also understand the two-tier concept of customer service. Most companies and people believe that only one tier of customer service exists. Of course, companies need to provide excellent customer service to their customers and clients. This type of customer service is essential to increasing sales, retaining business and gaining customer loyalty. However, how do companies ensure that excellent customer service is provided to every customer, every time? Training provides employees the skills to offer excellent customer service. Unfortunately it does not ensure excellent customer service to every customer. Only providing excellent internal service will ensure that all of your employees provide excellent external service.
Internal service is a concept not used by many companies. This type of customer service takes care of your employees. Employees have many needs and questions. Internal service provides a way for companies to fulfill those needs and answer those questions. If the company's attitude toward their own employees is good then the employee's attitude towards the company's customers will be good.
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