How to Enhance Employee Customer Service Performance & Behavior
If you don't treat your customer right, you will eventually lose his business. You also risk losing the business of others if the customer spreads the word about his negative experience in your establishment. For that reason, you should view your customer as an asset. Not only should you honor your customer, but you should also help your employee to enhance his customer service performance and behavior.
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Instructions
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Provide the employee with customer service training upon hiring the him to work for your company. The customer service training should include topics, such as how to handle customer disputes, how to treat the customer with courtesy and respect, how to smile and make eye contact with the customer, and how to take ownership of customer issues.
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Test the employee at the end of her training to ensure she has retained the information that was taught.
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Hold the employee accountable for practicing the customer service skills he has learned in training. If you notice that the employee is not practicing the skills that were taught, address the problem and order it to be corrected.
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Give the employee the consequences and repercussions that will take place if she does not utilize the customer service skills that she has been taught. Strictly adhere to the consequences and repercussions. Otherwise, the employee might undermine the seriousness of practicing excellent customer service skills.
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Give the employee a written quiz once or twice per year to ensure he still remembers what he has been taught. The quiz can be multiple choice. It should have questions regarding how to deal with and relate to the customer. If the employee fails the quiz, consider sending him through a refresher course to ensure his customer service skills are up to par.
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Set an excellent customer service atmosphere as you lead by example. Don't "bad mouth" the customer, even if she is not around to hear you. If you don't treat the customer with the utmost courtesy and respect, you can't expect your employees to do it.
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