Top Training Rules for Great Customer Service

Inside Sales Training and Techniques for Customer Satisfaction

Aug 7, 2009

Customer Service is the Key, Free Images Live

Customer service is logic; it's not just getting the sale but how you get the sale that counts. Great service will lead to repeat customers and better profit, every time.

"Do unto others as you would have them do unto you" is like a mantra in customer service. Staff members may have the best of intentions but often aren't aware of how to go about carrying them to a successful conclusion. The sales training emphasis can be retail sales, wholesale accounts or both. Awareness means better service; better service means happy customers; happy customers create profit, every time. Customer service agents should look themselves in the mirror before each shift and ask, "Would you like to be serviced by you?"

Customer Service Training is Rooted in Customer Survey Information and Experience

Customer services training exercises are based on careful observations, from the time the customer enters the store to pulling out of the parking lot. Rules like quick customer acknowledgement, offering bags and carrying out purchases exist as a result of carefully gathered information and even more careful observation. Customer service rules don't come about by accident; they're tried and true methods discovered through observation, customer surveys, customer complaints and (believe it or not) instinct. Don't just be a customer call center, be a customer service center.

Customer Service techniques are broken down into three categories:

One on One Communication
Administration
Personal Style

One on One Communication in Customer Service

Customer satisfaction will result from effective one-on-one communication. It's what happens between the customer service agent and the customer directly, whether it be by phone, email or in person. Each category has particulars that are important and equally impacting on every transaction. Again, don't just be a customer call center, be a customer service center.

Always stress what can be done for a customer, not what can't.
If a difficult problem presents itself, a response such as (i.e.) "I believe I may know what you need. If you'll give me a moment, I'd like to get a second opinion from someone with more experience in this area." It means about the same as "I don't know" or "I can't answer that" but it sounds so much better, doesn't it?
Customers should always learn the service agent's name during a transaction, the sooner the better. Many will reason that if the customer is difficult or demanding, they'd just as soon not have them ask for them by name a second time. However, once difficult customers are handled successfully, they will likely be customers for life.
A customer needs to know the names of the people they are dealing with every time. If a satisfactory conclusion isn't reached the first time, wouldn't the customer service agent prefer learning about it first hand rather than the story making the rounds of his co-workers?
Answer the telephone with a smile because a customer can hear the difference. A staff meeting demonstration will drive this point home.

Administration in Customer Service

Items like brochures, receipts, information flyers, etc may seem tedious at first but they will make all the difference in the end.

There are few things that can serve as well as a good paper trail and a good memory, in that order. Customer service agents can't be available around the clock to have co-workers dig into their memory archives. A good paper trail will serve as an indisputable hard copy
Become familiar with the support staff and resources available at work. They will be invaluable in times of crisis.
Anyone can out-sell on price; anyone can out-sell on product; anyone can out-sell on delivery. Only a customer service agent can decide who will out-sell on service and better service means profit, every time.

Personal Style in Customer Service

Developing distinct personal styles will get service agents noticed, remembered and have referrals flooding in. Remember, customer satisfaction is key.

If customers are frowning when they first arrive, be sure they leave with a smile. If they are smiling, be sure they leave with a laugh. Always strive to have a customer feeling better at the end of a transaction.
Some things to say when in an awkward or tense situation might be: a) You made it to the front of the line; things are looking up!, b) Oh good, a happy face; I was beginning to think there weren't any left in the world., c) Don't worry about the line up behind you; they're just jealous., d) You don't have to hurry, you paid your dues waiting; you take all the time you need. Developing unique lines will get customer service agents remembered.
Laughing every work day is one of the best motivators. It will lighten the load and provide a renewed sense of purpose with each new customer.
Customers are happy customers when they sense they are dealing with service staff who have passion for their work. Finding a reason to care and improve every day is like a tonic.

Remember, a customer call center sounds like a place where people work; a customer service center sounds like a place where people work for you.

Some of this may sound overly simple but it's often the simplest solutions that are the most effective. It would be very easy to write all of this off as too simple but, if that's the case, what harm would there be in trying it? After all, businesses exist for profit. Without fail, creating the best frontline service staff possible will win every business better profits, every time. These skills, whether they be applied within inside sales training or when training sales staff for the field, are not optional in today's market. They are a must.

This list was designed to be easy, fun to try and a very simple exercise in inside sales training. Try circulating a customer survey after these concepts have been applied over a thirty to ninety day period. The result will be surprising and, best of all, it will last as long as these customer service techniques are adhered to.