Here’s a paradox of customer service training and customer service leadership. On the one hand, one of the keys to giving great customer service–profitable service that builds your company–is to be sure your employees know to make it clear to customers that they take things personally. “I appreciate your business” is a powerful statement, if delivered sincerely, as is, if necessary, “I’m so sorry that happened.”
So be sure your customer-facing employees…
…let customers know that their phone calls, their visits, their sales transactions matter, that they make a difference
…make it clear that they’re looking forward to repeat visits in the future–that customers will be missed during their absence.
…(when things go wrong) apologize as if they mean it (and they should, actually, mean it).
However (and here’s the paradox) one of the key traits for customer-facing employees is optimism–which, in the context of customer service work, often means not taking things too personally.
Read the full article here.
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