The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
4. USE SERVICE LANGUAGE
Does your service language need an update?
Like it or not, “no
problem” is a problem. It
is a phrase that is prickly
and can often sound
unpolished and
unprofessional.
With a little practice, you
can train yourself to say
“my pleasure” or “you are
welcome” instead.
Photo: Homies in Heaven
5. FOCUS ON WHAT YOU CAN DO
Do you focus on the positive?
Customers do not want to
hear about what you can’t
do.
Instead, tell them what you
can do to address their
concerns.
With a little effort, you can
quickly learn turn lemons
into lemonade an speak in a
manner that communicates
that you are a problem
solver.
6. COMMUNICATE
Are your public relations skills up to snuff?
Along those same lines,
customers are most happy
when they know what is
happening and why.
However, most customers
are not mind readers.
When there is a problem,
be proactive, and do your
best to let people know
what is going on, why, and
how you are addressing
whatever the issue is.
8. BE PRESENT
Do you listen as well as you should?
Your focus and caring is
something that offers high
value but costs very little.
Some small changes in
behavior can help you block
out other noises and be in
the service moment.
1. Make eye contact.
2. Repeat what customers
tell you.
3. Ask open-ended questions
that elicit responses
beyond single words.
14. GET THE SCRIPT
Do you want to share this
workout with your group?
A Full workshop script for
this program can be found
in our customer service
resource section at
www.businesstraningworks.com.