Build Relationships by Delivering Better Customer Service
Success in business often depends on the relationship that you develop with your customer. Profit comes from repeat business. Repeat business comes from consistently delivering great customer service.
The relationship you want to build with your customer depends largely on the level of customer service your staff can deliver to them.
No matter how great your product or service is, the one aspect that your customers are most likely to remember is the direct interaction they have with your staff.
This means that you have to ensure that your staff does it right first time, every time.
Skills Needed for Delivering Great Customer Service
Delivering excellent customer service requires two distinct skill sets: excellent behavioral skills and skillful process orientation.
Excellent Behavioral Skills
The first set of skills your team need to deliver great customer service is the ability to interact well with your customers. They need excellent communication skills. While facing the customer or talking to them on the phone, apart from paying close attention to what the customer is saying, they must also look like they totally engaged. They cannot look impatient or rushing to do another task. The right behavior will calm even the most excited of customers.
Skillful Process Orientation
The second set of skills is to deliver a flawless service. This means designing and optimizing the whole customer experience. Today, excellent customer experience means it is quick, efficient and that you are not wasting the customer’s time. Your team needs to have optimized processes in place and a way o measure and monitor the way they execute their jobs. They need to be continually improving the way the deliver the total customer experience.
How do you develop these skill sets?
Customer Service Training is the Answer. Your customer service team is the face of your company and your customers’ experiences will be defined by the quality of the training your staff has received.
RMP Consultancy has conducted in-house customer service skills training for many companies in the Philippines and abroad. Our training program tackles both the behavioral and the process components of customer service. Call or email us today.
Register for one of the Seminars Above
Register for the Seminar
RMP Consultancy Seminars are available in the following formats:
- Public Seminar at our training center in Quezon City Philippines
- In-House (at your site) Workshop Format for a Max of 25 pax (Recommended)
- Special Exclusive Run
- One-on-one Coaching
Please Call Marco or Claire:
Landlines: Tel (632) 697-0767, Tel (632) 579-0233
Mobile (Globe) 0917-882-5578, Mobile (Smart) 0920-918-7358
Comments are closed