Value Delivered Through Customer Service | Griffin Training

What is customer service? Have you ever stopped to really think about this issue? We have trained thousands of people and hundreds of organizations in customer service. No matter what the person or organization, the answer is always generic. They will say: “The customer service is giving customers what they want,” or perhaps “this is customer satisfaction” sometimes say that they are “making customers happy.”

While at first glance these may seem correct answers, nothing is further from the truth. Say for example that you ran a restaurant. If a customer is to enter the restaurant and order some office supplies that you can give the customer what they want? Would you be able to satisfy a customer who was looking for some jewelry if you worked in a hardware store? No, it would be impossible. The best we could do would be to politely tell the customer where they can go and get the Jews. Obviously, customer service is not that the customers what they want, or even customer satisfaction.

The same is true of the way of customer service. When we ask the question: what is more important to good customer service, most ask that the answer: the smile. While this may be good in some cases it is not appropriate in all cases. Imagine if a mother came up to you and said she had lost her son 2 years in his shop. Imagine how you would respond if her smile? Or imagine if a customer told him that she slipped while climbing stairs or ladders in their store, and as he explained his injuries unbearable smiled back to them.

The truth is that customer service is not about practicality, it is early. The practical aspects may change but the principles remain the same. Staff are not made for smiling all the time, to give customers everything they want, or all of your needs. The staff is to promote the organization and its values. If you want to increase the impact of their customer service staff to teach to represent your organization and its unique features.

When we teach the customer first training modules focus on what the organization values, what it is and what customers want to see. Once we’ve done that, move on to how to serve the light of these values. This is a very easy way to get staff to change the way they serve, which produces better results and is much more fun to teach.

Here is something you can do to help your staff involved in customer service efficiently. Take a black / white board and a very basic home. Ask staff to take a piece of chalk or marker and rotates the board to turn this house based on your organization / company. You can add pictures or words on the basis of design. Some add words like: quality, professionalism, friendliness, service, money, speed, and simplicity, while others may take things as customers and staff.

Now ask staff this simple question: in light of this situation, what makes a good customer service representative do? Participants now easy to see what is really customer service about your organization. They can say for example, the light that we need a nice smile. Or maybe that will highlight the professionalism of the organization and explain that it is professional to address line and dress appropriately.