What can you offer best to customers?
To instill a positive perspective as regards customer care we require the right kind of confidence and the right amount of motivation to the team is essential; in this way you frame an attitude for providing excellent service to customers.
Customer service representative should know how to listen and repeat questions you've already answered. Know what's being said to address the immediate concern.
Manage your customer's expectations by reassuring them about their concerns.
Good customer service comes from transparency in your team. Don't leave anyone out in the dark.
Customer care is all about listening to their concerns and then representing them within the company. Speak up on their behalf and address concerns that are immediate.
If a concern keeps on recurring, be responsible enough to present ideas to help solve them.
For companies seeking to improve their customer service management and move their focus to consistent store performance, recommendations for action include:
Make customer-centricity part your business fabric, not just a technology investment or corporate buzzword.
Utilize workforce planning and optimization. This is true even in smaller box retailers.
Formalize in-store training programs, rather than disseminating oral histories of tribal knowledge.
Control expenses through near-real-time analytics.
Foster an environment of consistent execution that meets or exceeds customer service expectations.
Keep sales management on the selling floor and out of the back room.
Centralize customer information and buying data.
Contact after the problem has been solved - follow up
Customer advisory board
Anticipate problems and solve them before the customer complains
Under promise and over deliver
Do what you say you are going to do
Do it when you say you are going to do it
Do it right the first time
Train and educate customer base on what we can and can't do
Think outside of the box
Customer surveys/focus groups
Be sincere and genuine - not just insincere "smiles"
Don't add burden to customers frustration
Don't take it personally
Incentives for the staff
Customer relations training for everyone at all levels
Make everyone feel like part of the organization - connecting to the core mission
Don't think of customers as being a nuisance. If you do you will inadvertently treat them that way
How do we make the workplace a more positive place to work?
Improve managers knowledge about the real work environment
Empowerment for employees to make decisions
Rewards and strokes - appreciation
Teambuilding sessions with the whole team
To instill a positive perspective as regards customer care we require the right kind of confidence and the right amount of motivation to the team is essential; in this way you frame an attitude for providing excellent service to customers.
Customer service representative should know how to listen and repeat questions you've already answered. Know what's being said to address the immediate concern.
Manage your customer's expectations by reassuring them about their concerns.
Good customer service comes from transparency in your team. Don't leave anyone out in the dark.
Customer care is all about listening to their concerns and then representing them within the company. Speak up on their behalf and address concerns that are immediate.
If a concern keeps on recurring, be responsible enough to present ideas to help solve them.
For companies seeking to improve their customer service management and move their focus to consistent store performance, recommendations for action include:
Make customer-centricity part your business fabric, not just a technology investment or corporate buzzword.
Utilize workforce planning and optimization. This is true even in smaller box retailers.
Formalize in-store training programs, rather than disseminating oral histories of tribal knowledge.
Control expenses through near-real-time analytics.
Foster an environment of consistent execution that meets or exceeds customer service expectations.
Keep sales management on the selling floor and out of the back room.
Centralize customer information and buying data.
Contact after the problem has been solved - follow up
Customer advisory board
Anticipate problems and solve them before the customer complains
Under promise and over deliver
Do what you say you are going to do
Do it when you say you are going to do it
Do it right the first time
Train and educate customer base on what we can and can't do
Think outside of the box
Customer surveys/focus groups
Be sincere and genuine - not just insincere "smiles"
Don't add burden to customers frustration
Don't take it personally
Incentives for the staff
Customer relations training for everyone at all levels
Make everyone feel like part of the organization - connecting to the core mission
Don't think of customers as being a nuisance. If you do you will inadvertently treat them that way
How do we make the workplace a more positive place to work?
Improve managers knowledge about the real work environment
Empowerment for employees to make decisions
Rewards and strokes - appreciation
Teambuilding sessions with the whole team