A customer service manager once said to us “We want our customers to come back not our products” his point being that customer service was the critical component in ensuring his bottom-line revenue targets would be met. He saw and understood the relationship between his people’s attitude in sustaining customer loyalty and making a difference to his organisations’ bottom line and inevitably the longer-term growth and success of himself and his organisation. Smart and BRILLIANT guy!
Customer service is not something you package and promote as a one size fits all. It really isn’t about plastering a false smile on your face in the hope that it will make a customer feel better about themselves – and you! It is more profound; different customers need to trust the relationships they have with the people they meet from your organisation. Judgements are made by the customer based on their experience. That experience is founded on the behaviours and attitudes reflected and demonstrated by the person providing them with the service they are looking for (and not just the physical product or service they purchase); whether this be in person, on the ‘phone or on the internet.
We have over 20 years of experience in this particular learning and development arena. Our work has often involved the creation and delivery of learning programs that fit and enhance the customer service strategy of our customer.
We have been asked to deliver a customer service program our customer has created and then partnered with them to formulate possible next steps to sustain the focus and momentum. We have also been involved in the formulation and design of organisational curriculum programs for customer service – often for larger international or pan-european organisations planning to foster alignment and consistency in their people development programs across different geographies.
Titles of workshops and programs can provide indicators; as such we have designed and delivered programs such as:
- It’s so simple
- 5 ways to connect as one
- Make them a fan
- Customer loyalty and me
Click Here for a detailed overview of a potential One day “Customer Service Skills” workshop that we could run for you.
Ask how we have worked together with companies to build the customer service skills, behaviours and attitudes of their people and how we can particularly support you in the development of your customer service strategy.
PDF Download available here: The American Express Global Customer Service Barometer article
Click on PDF Image to access.
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