Empower your employees with a comprehensive customer service philosophy and your business will reap the benefits.
There are lots of companies out there that don’t train their employees how to treat customers properly and with respect.
Frontline customer service training will ensure that your employees understand the standards that your customers expect and also how to meet those expectations. If your employees are interacting on a daily basis with customers they must be trained professionally in the skillset and abilities to help them understand your customers and build positive relationships.
It goes without saying that some of the personal traits needed for good customer care include communication skills, friendliness, empathy and patience.
If your goal is to provide better service for your customers, you need to have a strong customer service philosophy. BC Training’s expert trainer can help your employees understand how to recognise good and bad customer care behaviour and how to deal with different customers and difficult situations.
Find out how your employees can create positive first impressions and build up a rapport with your customers. Research has shown that 90% of the lasting impression you make on others come from the first 90 seconds of contact. A report in Wired.com suggests research has found that people respond more positively to someone who comes across as trustworthy rather than confident. Once that first impression is made it is more difficult to change the impression of how the interaction is going to go.
Personalising interaction with the customer makes them feel like they are important to your business, rather than just being one of many customers, whether that is being greeted in a welcoming manner when your employees answer the phone or whether that is being welcomed with a smile in person.
With 84% of communication over the phone being vocal and not verbal, smiling is important.
According to another report in Science News a study by scientists at the University of Portsmouth found that: “Smiling affects how we speak, to the point that listeners can identify the type of smile based on sound alone.”
Find out more by contacting BC Training today to sign up for our next Frontline Customer Care training course.