Good intentions is no substitute for proper training
By Kim Welcome
Dec 30, 2011 - 12:45:19 PM
It is not uncommon for employers to
think that if they hire people who are nice and polite, there is no
need to invest in customer service training. Erroneously, some employers
believe that if they hire pleasant staff, that’s all that’s needed.
Sourcing naturally friendly people for your front line is very important;
however this is only the first step in ensuring your customers have
a great experience.
I can’t tell you how many times during
my workshops I’ve witnessed “polite people” give their best effort
only to demonstrate their honest ignorance of what is acceptable and
unacceptable to say. Training helps to create self awareness, which
is an important key in delivering exceptional service.
Because we live in a society that is
somewhat lacking in the area of customer service, we sometimes are unaware
of what people from other places would consider inappropriate. You would
be surprised to see and hear what “good” employees think is okay.
Here are some real life responses of
well meaning frontline staff:
In response to a customer’s frustration
with slow service, the restaurant hostess asked, “Why did you come
at our busy time?”
A sales girl politely asked the customer
to please hurry up because it was closing time and she needed to pick
up her child from the day care.
A receptionist told a client that the
person they were there to see is busy and to take a seat, without ever
looking up from her computer.
Training your staff to deal with customers,
providing them with appropriate responses and giving them the tools
they need to handle difficult situations conveys your company takes
the business of their customers and clients seriously.
Kim Welcome is CEO of Influential
Voice, a Communication Trainer and Coach; she is committed to helping
professionals and companies polish their vocal image.
For more info email
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