The improvement of internal services has a positive effect on external client service. Encouraging good team work and inter departmental collaboration are a core function of anyone in a managerial position and so form a key subject in management training courses. In order to improve the smoothness of collaboration between, different departments, for example between sales and client service or product development and production, you need to take the following steps:
Make clear statements about what you actually mean by giving good service. Define very clearly the aspects of success you are striving for.
This will present you with an objective assessment of the improvements which need to be made.
Every department manager can develop his or her own criteria, or you can draw up a grid, which is valid for every department and so makes it easier to compare the results. The following questions could be included on the assessment:
The results of the questionnaires should be summarized in tables and graphs and these should then be sent to the department managers concerned. The results for each department are compared with the very best, very worst and average results for every question asked.
A company bonus system which is linked to improved customer service results can be an additional incentive to improved co-operation between the various teams and departments..
If your customers note in a questionnaire that your overall service has improved, you will know that your efforts have all been worthwhile.
Your clients can sense whether there is smooth internal teamwork within your company, this is why promotion of teamwork features so prominently in management training courses. Improve your customer service by reading our many customer service articles. We offer customer service advice spanning a wide variety of topics, including how to improve customer service, dealing with difficult customers, conducting customer satisfaction surveys and much more. Do greet customers when they walk in to your store, and do it with a smile. Sincerity is important, and to do make your greeting a good one, you have to sincerely welcome customers. Look at them while you greet them, loud and clear, even if they do not take notice. Constructive criticism allows you to make the necessary changes that will improve your business in future. Many retail shops and other companies fail to provide adequate after-sales service. After-sales service is important because the customer experience does not stop once the purchase or order is made. Posture is one of the most important aspects of body language. As far as communication goes posture is like a short cut to knowing a person’s mood. The best posture is similar to the military’s at ease position. One of the more subtle techniques to use is to, whenever giving directions to a customer, use an open hand gesture. If you point with an index finger or thumb as we do in our everyday lives it can come off as rude at times and we want to avoid appearing rude at all times. Open hands are inviting, pointed fingers are dismissive. Your body language will be saying: allow me to show you the way or right this way, instead of: Yeah, just go that way and get out of my face.