In the business world, every encounter you have with a person is a chance to make a good impression so that they remember you the next time they need a product or service that you offer. Whether it's shaking their hand, answering a simple question, or writing an article for the company blog - every single action matters.
However, many of us were not trained to think this way. So, how do we "reprogram", or retrain, people to understand a concept like this?
When I was trained as a customer service rep for Wet Seal, I was given a "10 step" sales process, or customer service standards, to follow with every interaction I had with a person. From greeting the customer, to checking on them in the dressing room, and handling returns, every action was viewed as important.
I think it's important to have customer service standards written down for employees to follow and be accountable for. But it's not enough to just tell them how to better serve the customers, upper management also has to set good examples for employees to see. Oftentimes, actions do speak louder than words.
Photo Credit: Davina DeVries
I totally agree with you Maria.
As you know (because you commented!) I was in a high street shop recently and decided to purchase an item. Got to the counter and two individuals totally ignored me, carried on talking about last nights TV or something similar. No eye contact, no acknowledgement. I left the garment on the counter and walked out. Suddenly they stopped talking, looked at me walking out of the shop and then ‘blamed’ me for walking out. If you are unhappy with the service, my suggestion is to walk out. You can always find the same ‘thing’ somewhere else.
We need to act and not tolerate bad service.
Andrew
Posted by: GreatManagement | December 27, 2007 2:26 AM | Permalink to Comment