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Pro Way DevelopmentSeptember 2015
Greetings!   
 
Recently a banker said to a client "It is a privilege to serve you", when they called for information regarding refinancing. Do your employees believe that serving your clients is a privilege? Do your clients feel like they are appreciated?
  Are Your Employees Customer Service Oriented?

Unless your company has a 100% monopoly on a product or service, every company has competition and what differentiates companies is the level of service they provide. In a competitive universe everyone expects good prices, high quality and performance but it is the level of service that makes a customer or a client feel special that often closes a deal and keeps them coming back for more.
 
Everyone in your company should love your customers. Without them, you have no company. This doesn't mean you won't have difficult customers who will push the limits and try everyone's patience. But if you don't have a company philosophy to respect and appreciate your customers, the opposite tone will infect customer interactions from all departments. All departments, customer facing or not, should care about customer satisfaction.
  Customer Service Tips

  • Smile when greeting a customer in person and on the phone (yes they can tell if you are smiling on the phone)
  • Remember, first impressions count
  • Be proactive and ask how you may be of assistance
  • Stay visible and available
  • Never judge a book by its cover, all customers deserve attention regardless of age or appearance
  • Call for back up if lines are forming
  • Learn to read body language to see if a customer could use some help
  • Smile as you say goodbye and encourage the customer to come again

  • Are you considerate of your customer's time?  This is a big, big, big one.  A perfect product or service delivered late is a defect.
  • Remember customers who have been promised something that isn't delivered as promised are far more frustrated and disappointed than if they are notified at the outset they won't have it sooner than later. In other words, under promise and over deliver is the best policy. This may take some arm wrestling with other departments who want to take a feature or product to market before it is ready. Set the expectations correctly internally as to what the fallout may be so everyone understands the impact to customer satisfaction and ultimately customer retention.
 Pro Way Development Offers Additional Assistance
 
Many companies assume that customer service comes naturally and some employees may have natural knack. But providing excellent service can be taught, not unlike mathematics or any task that requires skill and precision. How to listen, to deal with objections, to understand the true needs of the client or customer, etc. can be taught and through training employees can and will improve tremendously. Call Pro Way Development for information on customer service and additional interpersonal skills training.


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Laura Jacob

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203.961.0227
laura@prowaydevelopment.com 

 Pro Way Development

 

Pro Way Development is your source for employee training, executive coaching and meeting management.

 

Our services include:

  • Training to increase employee skills
  • Consulting services to manage employee relations issues
  • Meeting facilitation services so you can focus on your content
  • HR advice to motivate the right behaviors for profit and growth.  

To learn more about

Pro Way Development, please visit our website.

About Laura Jacob

 

Laura works with companies to ensure that their business plan includes a plan to give employees and leaders the skills to communicate, manage and lead the organization to drive business growth.  

 

 

In addition to holding degrees in Psychology and Industrial Relations, Laura is certified as a Professional in Human Resources and a 6 Sigma Greenbelt. 

She is a requested speaker on time management, management fundamentals and working across generations.

Laura's teaching and facilitation style is highly interactive and ensures engagement of participants and the transmission of learning. Participants describe her as "keeps things fun, interesting, stays on task and is very learned and knowledgeable about the subject matter," and "able to engage even those hesitant to participate." 

 


She is also adjunct faculty at the University of Bridgeport and Manhattanville colleges where she teaches adult undergraduates and graduates on a variety of management topics. 
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