Continual Service Improvement: Excellence as an Employee or a Manager

continual service improvementAs a business owner or manager, you should strive to constantly improve service. When you improve your customer service, you create a trusted brand for your business and can be more likely to become a successful and well-liked company. On the other hand, if your company is desperately lacking in customer service, you may find that it becomes incredibly unpopular and known only for its lack of trustworthiness.

When this happens, you are unlikely to receive new customers. If you feel like your employees need to improve their customer service skills, have them take Udemy’s Customer Service Training course; this course is a valuable resource that can help your workers learn how to communicate positively and effectively.

Best Customer Service Practices for Managers 

There are a lot of different actions you can take to provide customers with outstanding service. While it may be difficult to perform these actions at times, striving for excellence is a mandatory part of a having a successful business.

Training 

It is important to take a formal training course to properly learn basic customer service skills. As a boss/manager, you should make sure your employees have access to training. If you are looking for courses to administer to your employees or if you are looking to take a course yourself, check out Udemy’s How to Love Your Customers course. When you exceed your customers’ expectations and provide excellent service, sales are likely to increase; everyone wants to buy from a company that is well-known for being trustworthy and delivering value to their customers.

Award Excellence

As a boss/manager, you should be on the lookout for employees who consistently exhibit excellent customer service skills. Constantly having a positive, friendly tone with customers is not always an easy task, so it should be rewarded and recognized. Set up an awards program or send out an email blast when an employee has provided a customer with excellent service. This will inspire employees to work harder and better relate to their customers.

Boost Staff Morale 

When you have happy employees, you are more likely to have happy customers. The positivity in your workplace environment will show in the way your customer service reps speak to customers, and this will greatly increase overall satisfaction with your business.

You can boost staff morale by:

  • Providing positive feedback
  • Letting employees know how their work is meaningful and important
  • Celebrating excellence
  • Planning fun events in the workplace
  • Building a team culture
  • Making good hiring decisions
  • Thanking employees personally for their hard work
  • Allowing certain freedoms and flexibility in the workplace

There are several other ways to boost employee morale, but this list is a great starting point. If you’d like additional ways to motivate and inspire your employees to do great work, check out Udemy’s Motivating Employees: Employee Motivation Skills in 1 Day course. Keep your customers happy by making sure your employees are happy and fulfilled at work!

Best Customer Service Practices for Employees 

When you’re talking to a disagreeable customer, it may be hard to provide him or her with great customer service due to your own frustration. There are many ways you can overcome challenges such as this and provide excellent service regardless of the situation.

Listen and Understand

When you listen to your customer, you build rapport and trust with him or her. This is a crucial part of customer satisfaction, which can make or break a company. Instead of planning what to say next, take in each word that your customer says and be sure that you truly understand them. If you do not understand, politely ask them for clarification. If you’d like to learn more ways to become a better listener, check out Udemy’s Conscious Listening course; with this course, your rapport-building skills and customer service levels are sure to improve!

Become an Expert

Customer service reps that are not knowledgeable about their company are likely to have a very difficult time confidently speaking to customers. As an employee, you should constantly educate yourself about every aspect of your company. That way, you do not have to deal with the nervousness and stress involved with not knowing the answer to a customer’s question. Ask your management for training materials, if necessary. If you feel like you do not have access to the knowledge that you need, be sure to make your boss aware of the issue.

Only Promise Something If You Mean It

Often, customers are promised prompt resolutions and left disappointed when those resolutions never happen. If you tell your customer that you can solve their issue, make that you actually have the ability to do so; otherwise, your customer be become angry and disloyal to your company. Before you promise your customer a solution, you need to make sure that it is practical and reasonable; you may also need to consult a manager.

It is easy to fall into the habit of telling customers what they want to hear, especially when they are angry. However, you create a distrustful relationship if you can’t deliver your promised results. Tell your customer the truth and only promise something that you can make happen; you should always try to do this in a gentle, polite way.

Handle Difficult Customers Effectively

Whether on the phone, in person, or over the internet, dealing with a difficult customer is never a pleasant experience. You can handle these types of customers by following several steps, including:

  • Become self-aware: If you start to feel tense or start breathing heavily due to distress, your customer will notice. Try to take subtly deep breaths and calm yourself so that you are able to calm your customer
  • Show empathy and understanding: While some customers truly lash out at employees for no reason, others are justified in feeling angry. Try to see the situation from your customer’s point of view. You want to work with your customer against the problem; otherwise, the customer will work against the problem AND you.
  • Think logically: It is important to try to separate your emotions from situations in which you are dealing with irate customers. Focus on the solution to the problem instead of your customer’s negativity.
  • Solve the problem: Obviously, you should do everything you can to resolve the customer’s issue; you may even need to get your manager involved. If you can solve the customer’s issue, they will likely become a lot more manageable and personable. They may even end up going out of their way to tell a manager that you went out of your way to help and provided excellent service.

If you’d like to see more ways to improve your overall customer service in the workplace, check out Udemy’s 10 Customer Service Tips To Improve Your Bottom Line blog post. This post has excellent tips for both management and employees and demonstrates how you can grow your customer base by creating loyalty.

As a manager, keeping your employees happy should be a top priority because, when staff morale is high, your employees are more likely to exhibit a positive attitude when talking to customers. As an employee, listening and being honest with your customers should be a top priority because this enables you to build a trusting relationship and, therefore, build brand loyalty. If you’d like to boost your sales by learning how to provide excellent customer service as an employee or as a manager, take a course such as How to Exceed Your Customers’ Expectations today – it can boost your performance and your customers’ happiness in a big way.