Stellar customer service is more vital than ever.

By Nancy Friedman

While the country is experiencing corporate downsizing and layoffs, we highly advise companies not to neglect the staff they have retained.

Unfortunately, there are companies that, while experiencing the emotional trauma of laying off staff, forget they still have employees who need customer service training. It can no longer be considered a luxury to train employees to be nice. Customer service training has always been one of the only competitive advantages many companies have.

Telephone Doctor was founded in 1983 because of how rudely I was treated by our insurance agency’s office. “More business is lost due to poor treatment and poor service, than poor product. We will pay more for better service.” We have been training on customer service and communication skills ever since. It’s back to the simplicity of the basics. We know it’s not rocket science to treat customers royally; however, unfortunately, everyone seems to have a horror story about one company or another.

As an avid shopper myself, I’ll guarantee you the average consumer can tell if a company is training their employees on customer service or not. The companies that are surviving and growing are treating their customers with kid gloves.

Here is a start on giving the basic, simple howtos of customer service training.

1. Smile. Yes, they can hear it and they sure can see it.

2. “Please, thank you,” and “you’re welcome” go a long way to good service.

3. Be a double checker. Let the customer know you’re trying to help.

4. Be prepared to show empathy or some sympathy when the customer is upset.

5. Remember, some days you are the customer. How do you want to be treated? Learn and live by the golden rule.

Go

Nancy Friedman, founder and chairman of Telephone Doctor, is a popular speaker in the franchise and corporate world. Her Zoom programs have been very welcome and successful. Call her for your next meeting, retreat, or team group get together: (314) 276-1012. Nancy@Telephonedoctor .com; www.nancyfriedman.com Also check out www.ServiceSkills.com, our elearning solution that supplies your staff with hundreds of customer service training, team building, and leadership modules.