After this initial training program, your team will need time to digest and practice what they learned. The next series of team meetings should focus on:
• The implementation of action plans
• Reinforcement of the communication keys and problem-solving keys
• Creating the “reminders”
• Discussions of recurring customer complaints. Then, when you’re ready, launch Stage 3.
STEP ONE: Customer Service Right Now?
Directions: Put your heads together and discuss these questions:
• What are we doing very well?
• Where do we have room to improve?
• What is our biggest obstacle to delivering great service?
• What can we do to improve customer service?
Once you have agreed on the answers, record them below.
STEP TWO: Customer Complaints
Directions: Listed below are 12 of the most common customer complaints
about service people. Do customers ever complain about our
team in any of these areas? Circle your answer. Even an infrequent
complaint should be marked “Yes.”
Complaints About Service People Yes/No
1. We are nowhere to be found. Y / N
2. We are present but unavailable to serve customers. Y / N
3. We are available but rude, rushed, or indifferent. Y / N
4. We are engaged and polite, but unknowledgeable. Y / N
5. We provide customers with misinformation or conflicting information. Y / N
6. We are too slow. Y / N
7. We make mistakes. Y / N
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