Greeting the customer: Do employees greet customers in a professional manner? It can take as little as five seconds for a customer to develop a first impression on the type of service they will be getting largely based on what they see and whether the service professional greets them in a sincere, welcoming way.
Listening to the customer: Do employees listen effectively to customer’s needs and concerns? Are they asking the right questions to adequately match those needs and concerns to products, services and solutions? Do they clarify, summarize and empathize to ensure communication is successful?
The right Attitude: Do employees demonstrate a positive, professional attitude towards customers? Those employees who understand the value of a customer, the reason for being employed and the need for the organization to succeed become an integral link between a company’s successes. Do employees in your organization make that connection? Do they embark on creative problem solving to ensure customers leave your business feeling well looked after and wanting to business with you again?
Often times we become busy running the core functions of our businesses and perhaps pay less attention to the behaviours of our frontline employees. It is crucial that we take inventory on a regular basis of those who impact the customer experience and understand clearly how those behaviours drive consumer’s decisions to either continue doing business with us or look elsewhere.
Remember, customers usually have a choice –which one do you want them to choose?
Service Essentials™ Workplace Professionalism Workshops provide employees with the tools and techniques to maximize the customer experience. Customized workshops ensure relevant, meaningful curriculum is delivered to meet an organization’s needs. Contact us for more information.