As a reminder, here are some of the keys to great Customer Service:
1. Drop everything to greet the customer
2. Listen
3. Keep your promises
4. Resolve problems quickly and be prepared to apologize
5. Go one step further than you have to
6. Have a well-trained staff
7. SMILE
Let's talk about # 6. I
can’t stress enough how important it is to have a staff that is well trained in
all of your company’s policies before they interact with your customers. Proper
training will increase customer retention, as well as employee retention. A
confident staff enjoys their job. As I’m sure you all know, it is much more cost
effective to keep the employees you have than it is to hire and train new
employees. It is also more cost effective to keep the customers that you have
than it is to attract new ones. When you put a staff in front of customers who
is not well trained you run the risk of loosing customers that you have worked
hard to establish relationships with. The initial cost and time it takes to
train staff well in the first place is well worth it in the
end.
Lake Street
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