The summer season is an excellent time for businesses to refine customer service skills training with employees. If your business expects to get an edge over competition, you MUST do something different…train your staff while the competition is on vacation! Employees should EXPECT to attend training classes for at least one week during the summer.
Training improves customer service, productivity, creates opportunities for career development and personal growth and creates a competitive edge in the market place.
Is the growth of your business on pace to reach its goal for year 2016?
You cannot please everyone. An important element to employ to grow a business is to know who to target and to understand their wants and needs.
Customers/clients/guests appreciate (and seek out) personalized solutions to their problems. By focusing on a niche customer base, you avoid wasting money by trying to be all things to every demographic.
The hallmark of a successful company is the level of exceptional service it gives to its customers. The absence of amazing customer experiences assures that the business will flounder…without customers/clients, it will certainly fail.
In addition to being proficient in delivering products/services, customers want to be assured that organizations will do everything possible to give them the best service…no robotic interactions. The days of making customers feel like another number or transaction are coming to an end. Even online customers expect some level of emotional connection as they make their purchases.
So…my friends and I recently celebrated birthdays at a casual dining restaurant. We had a waiter who was kind and seemingly attentive until we had to repeatedly ask for condiments and to correct our meal orders. Each time, the waiter apologized and said that he was “on top of it” his actions proved that was not the case..
I understand that we all have our days when everything seems to go wrong, however, at a given point, one has to ask, “when were you trained in delivering red carpet service to your guests?”. While our waiter was pleasant and offered friendly smiles, his inability to efficiently serve us put a damper on our customer experience with the restaurant.
Over time, it can feel like two ships passing if the right person is not placed in the right position in an organization.
According to some experts, hiring the wrong person costs two and a half times the salary the position pays. If an employer hires “the wrong person” for a position that pays $100,000 per year, it would cost them $250,000 and most probably impact the profit margin !!! The cost to this expensive mistake is directly attributed to money invested in time it takes to travel, interview and train the employee among other expenses.