For a business to sustain itself, it can have chances to grow and become a reference in the market, offering good customer service is practically a must. After all, if your customers are dissatisfied with your service, it's much more complicated to sell to them, isn't it?
So that this problem does not happen in your company, you need to train your employees to have an exemplary service. For you to understand more about the importance of this factor, we created exclusive content. Trust below!
Why is Customer Service Important?
Every company is made up of a series of resources and among them is human capital, made up of all the people who work at your establishment, including you.
When customers relate to your company, all of these elements are part of the process. It is based on what the consumer perceives that the image of your company is built.
That is why the importance of having a well-trained team so that you can provide a good experience to consumers who choose your products and services.
But for this to be possible, the entire team has to help. Employees must treat everyone with a lot of politeness, friendliness, answering questions and conducting a visit to the store.
If your customer is well served, he will come back more often and, most likely, will buy more. Not to mention that you can refer your business to friends and family.
Do only Salespeople need training?
A very common mistake is to think that the responsibility for good customer service rests solely with the seller. Regardless of the position, all employees who are in the same environment as the consumer need to pay attention to this factor.
For example, imagine that a salesperson is taking care to separate some products and while the customer waits, someone responsible for cleaning the store starts to argue with a manager. This is sure to negatively affect anyone in the environment.
Likewise, when the customer is making the payment, the person responsible for the cashier needs to treat him with courtesy and sympathy. Otherwise, all the good service from the seller goes down the drain!
How do I Evaluate my Store's Customer Service?
Before you use a training methodology, it is best to observe how your store's customer service is doing. Are all customers satisfied? Are a lot of people complaining? When they complain, usually what is the reason?
We must add that there is no need to wait for a shack in the store to try to identify these factors. Talk to the customer, ask him to give you a compliment and a criticism of the service. That way, you can monitor your team's performance.
After that you will be able to better understand where you need to work more: if it is education, agility, willingness, more knowledge about the products you offer, etc.
Another point that needs attention is the communication between employees and customers. Analyze if there is an understanding between both parties if any explanation is confusing if there are exaggerations or too much intimacy.
How to Train the Team in Customer Service?
Once you understand where your team's customer service failures are, the next step is to put together a good action plan to fix those problems. One idea is to devote part of your budget to invest in training your team.
You can hire a speaker or consultant who specializes in this type of training register. Look for research in advance about the methods of these professionals, to see if they are compatible with your reality.
Another tip is to partner with your suppliers, usually, they are interested in giving workshops on products and/or sales techniques. What is a two-way street, on the one hand, they promote the product and on the other, you save with training?
If you don't have the resources to invest in training, or if your cash flow is tight, there is no problem. There is a lot of free material on the internet like presentations and even ideas of registration dynamics that can be adapted to your company.
You can, for example, pretend to be a customer and ask someone to assist you. If you want, then reverse the situation.
Take the chance to show and discuss with everyone what is being done right and what and how it can be improved.
Whenever you can, do some kind of assessment or test after training. Nothing that will be too difficult or that has the chance to demotivate your people.
It is also very important that you set good examples, after all, you are the leader. There is no point in charging good customer service from your employees if you don't do it.
How to maintain Good Customer Service?
Over time people tend to relax and get back to doing things as they shouldn't. It is precisely at this time that the manager must pay attention to constantly motivate the team.
Also, keep a sign up the frequency of recycling. Going back to some issues that are more important and that can be forgotten over time. Work on it in meetings or do new training.
A good way to demonstrate the importance of good customer service is to show how they positively affect the company's results sign in.
See if you can monitor the increase in productivity. For example, that the number of complaints has dropped, the value of sales has increased, commissions paid have improved and other things like that.
If you want, you can place some kind of reward for everyone, if they reach any level that you think is important.
Take care not to set goals that are impossible to achieve, so as not to discourage employees, but also that it is not very easy so that there is a real effort.
Now that you understand the importance of constantly training customer service in your company. And you also knew good ways to put this into practice, take the opportunity to leave your opinion here in the comments on this subject!
If you have already practiced some of these techniques, comment on the results you achieved. Tell us more about how you are taking care of your customer service.