Customer Service
The 3 Biggest
Customer Service Skills
Needed for Your Franchise by Nancy Friedman
TOP DOWN MENTALITY Who is responsible when you receive bad customer service? A. The company (top down)? B. Management/direct supervisor? C. The person who delivered said service? D. The customer (self-imposed)? Option A: TOP DOWN MENTALITY won hands down on our LinkedIn poll. Over 63% agreed IT STARTS AT THE TOP. When it comes to business, delegation is fine; however, when it comes to your service mentality, those at the very TOP need to be involved. Must be involved.
34 The Franchise Woman
Whether you’re the franchisor or the franchisee owner and have a staff, you have the same concerns. How do we keep our clients (customers), patients, students, – you name it – happy and coming back? That’s the big question. Have a starting point. Below are only three points. Sadly, there’s not just one skill, and there are definitely more than three. However, in order to get you off on the right foot, here are the big ones you can start with today. Be sure your training is consistent, embedded into your mission statement, checked often and used on a daily basis. You brush your teeth every day – so why not use all the customer service skills you can on a daily basis?
