How to Demonstrate Good Customer Service
Excellent customer service is crucial to the success of a business but many companies are not sure how to incorporate stellar service. This is unfortunate because all levels of your business should have good customer communications as a top priority. Regular demonstrations of the type of service you expect will teach employees how to put your business principles to work. If you are training call center workers or representatives to operate the customer service counter, a demonstration with some role-playing will illustrate your company's policies.
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Instructions
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Explain to workers that their job is to gather information quickly and remain friendly while working to solve the customer's problem.
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Show why workers should smile while answering the phone. Ask workers to close their eyes as you pretend to answer the phone, once while smiling and once while frowning. Ask them to tell you which was which. Wearing a smile and using positive language helps the customer feel at ease.
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Take turns allowing workers to "call" one another and "answer" the phone while smiling and later while frowning.
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Distribute a printed script for workers to follow as you and another employee demonstrate how to solve a fictional customer's problem. Write the scripts yourself by recreating experiences or purchase a script from a customer service training company. Include demonstrations of calming an angry customer and accessing the customer's files quickly for queries if writing your own script.
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Pair off the workers and ask them to go over the scripts with one another. Keep these role-playing sessions to no more than two minutes or workers will get bored.
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Go live with your demonstration by answering calls in real time. Explain to your callers that you are in a training situation and would like their permission to share the call with trainees. Place the caller on speakerphone once you have verbal permission and troubleshoot his problem. Turn the speakerphone up loud enough for the group to hear without causing feedback in the headset. Some customer service systems have training module software that transfers the calls to all stations. This allows workers to listen in via their headsets.
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Review the call process after the call is complete. Answer any questions the workers may have.
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Tips & Warnings
Review your customer service policy extensively with new employees as part of their training no matter which department they work in.
Resources
- Photo Credit customer service image by Kurhan from Fotolia.com
