You have a great business, you are an expert in your field, and you know what YOU provide your customers with on a customer service level, but how do you impart that knowledge to your employees so that you can trust them to do exactly what you would do in any given situation?
Three Ways to Train Your Employees to Give Great Customer Service:
1. Continuous Training and Recognition
If your employees believe in your product, and they know it is a great company to work for, they will always give great customer service. Remind them regularly that they are representative of your company! Their actions are the company’s actions. Spend one-on-one time with each employee to get to know them and their best skills. Provide team-training sessions and focus each session on one area of customer service. i.e. Asking the Right Questions, Dealing with Complaints etc. Have a Monthly Award Presentation for the employee that excels him or herself. This can be as the result of customer comments, or client surveys.
2. Mystery Shopping
Take your employees out for an afternoon to ‘mystery shop’ certain local businesses. Get them to be more aware of the service they are receiving and have a discussion at the end of the session on what was learnt on that experience. Were structured questions asked to get direct to your employees needs? How was the service provider’s manner, both verbally and by body language? Was the end result satisfactory? This exercise will make your employees more aware of what is required of them, as they have then experienced ‘wearing the other shoe’ – (especially with the boss in tow!)
3. Role Playing
Create scenarios and get the employees to act out each one. Reverse the roles so that each employee practices at being both the service provider and the customer. This will very often be a fun and light-hearted exercise; however, it is a good way to see which employee uses their skills to their full advantage and to assess who may need more training.
By utilzing these three ways, you will have your employees trained in delivering great customer service in no time!