We’ve talked about the importance of training, more specifically customer service training. Mahatma Ghandi makes it clear that “a customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is … Continue reading What Gets Measured Gets Done!
Many managers and leaders, business owners and CEO’s don’t believe that consistent and ongoing customer service training is crucial to ensuring customer satisfaction. They believe that placing an employee in a role and paying them is all that is required for employees to provide a superior level of customer service. This is a huge mistake … Continue reading Does Your Company Provide Sufficient Training for Customer Service Employees?
For many, a complaining customer, is one no business wants or needs. The complaining customer is probably speaking in harsh tones, short of patience, demanding and working on your last nerve. The average employee may not know how to handle this type of customer. In their mind, they don’t know why this customer just doesn’t … Continue reading Don’t Throw Away The Gift A Complaining Customer Provides
Is it really idealistic to believe that managers should care about their employees? Is it unrealistic to believe that when you show people they matter, they perform better? Do you think that offering employees better pay, better benefits and good management is too high a cost to pay for company success? While reading the 21 … Continue reading Do you think that offering employees better pay, better benefits and good management is too high a cost to pay for company success?
Are you tired of losing good talent? I mean after all, you took the time to hire the right fit but you can’t seem to keep them. Is there any area in your company that is experiencing high employee turnover? Have your employees seem to have lost their zeal and desire to provide excellent customer … Continue reading Are you tired of losing good employees?
There was some interesting conversation around the water cooler regarding my previous blog “Can You Make Me Pretty?” One of the conversations, centered around the fact that happy employees equal happy customers. There was a consensus that when employees are doing what they love, they naturally give their best effort. This, in my opinion, supports … Continue reading Employees Can Make Or Break Your Business!
The truth of the matter is most employees are really not concerned about how you find your payroll every week. Come pay day, whether rain, shine, snow or sleet, they expect to have their weekly wages. Most employees are not concerned about how you finance your overhead; they just show up to work expecting that … Continue reading Can you make me look pretty please?
In the service industry, employees are often reminded to “Blow Away the Customer”. Time after time, meeting after meeting the same encouragement is given – remember to blow away the customer but what exactly does it mean? Do employees understand what your goal is when you say blow away the customer? Think about it for … Continue reading “Blow Away the Customer”