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Is it Possible Frontline Employees Don't Understand Service? - Sarah Hedayati - ContactCenterWorld.com Blog

Is it Possible Frontline Employees Don't Understand Service?

What hap­pens when your front­line employ­ees don’t seem to have cus­tomer ser­vice skills? Cus­tomer ser­vice is more than being polite and help­ful. Ser­vice needs to begin the moment a cus­tomer steps foot in your busi­ness and car­ried through­out every inter­ac­tion they have with your com­pany. If you want to retain cus­tomers and build rap­port, you need to build con­sis­tency in the ser­vice you pro­vide through­out every level of the company.

Imag­ine a com­pany that deliv­ers dif­fer­ent lev­els of ser­vice from front­line employ­ees to sup­port pro­fes­sion­als. I had an expe­ri­ence once where the sup­port pro­fes­sional advised me to avoid com­mu­ni­cat­ing with the front­line employ­ees. Can you imag­ine that? This com­pany has a prob­lem on their hands. Have you encoun­tered this expe­ri­ence or does this describe your company?

Don’t panic! Apply­ing the fol­low­ing quick tips and pro­vid­ing train­ing to all of your work­ers will improve your staff’scus­tomer ser­vice skills and cre­ate sup­port pro­fes­sion­als in no time.

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Why pro­vide train­ing to ALL of your work­ers? If you only train one depart­ment, your busi­ness will be described like the one men­tioned above. Avoid this at all costs.

The fol­low­ing are three steps to help your staff improve their skills and become sup­port professionals:

Step One: Meet Customer’s Expectations

Employ­ees need to keep in mind they are striv­ing to meet customer’s expec­ta­tions, not their own. This can be hard, espe­cially if the employee feels like they know what the cus­tomer needs. If work­ers keep the clients expec­ta­tions in mind, they will have hap­pier customers.

Step Two: Focus Your Attention

When com­mu­ni­cat­ing with cus­tomers, work­ers need to give their undi­vided atten­tion. Seems like com­mon sense, right? Wrong. Often times, work­ers feel like they know the answer to every buy­ers ques­tion and they for­get to lis­ten. Employ­ees need to give each cus­tomer atten­tion tai­lored to their needs. This can come from ask­ing ques­tions to guide the con­ver­sa­tion or repeat­ing the clients answer to show understanding.

Step Three: Empha­size the Positive

Work­ers need to under­stand the impact of a pos­i­tive atti­tude. Learn­ing how to phrase sit­u­a­tions that arise in a pos­i­tive man­ner can affect the way a cus­tomer sees the sit­u­a­tion. This can take train­ing and coach­ing for staff to grasp this cus­tomer ser­vice skill and how to switch what might seem like a neg­a­tive sit­u­a­tion into a positive.

These three tips will get your staff improve their cus­tomer ser­vice skills and move in the right direc­tion to all becom­ing sup­port pro­fes­sion­als. Your employ­ees have what it takes, so give it a shot. Your cus­tomers will thank you.

- originally published on Impact's Customer Service Blog at http://www.impactlearning.com/is-it-possible-frontline-employees-dont-understand-service/ - learn more about call center sales training, the customer service experience, and customer service training programs from Impact Learning Systems.

Publish Date: February 23, 2012 6:11 PM

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