Creating A Customer Service Course: Part 5: Identifying The Abilities Your Organization Values

This is the fifth in a series of posts about building a customer service course.

We found in building our customer service course that we needed to discuss the abilities we expect staff to demonstrate. Before we introduced these, we spent a slide discussing the importance of professionalism and how we, as an organization, value it. We then transitioned into a discussion of the abilities we expect our staff to implement when dealing with our constituents.

To make these abilities easy to remember, we only chose four and of course, that meant we had to create an acronym. (I think that’s required by law, isn’t it.J)

We drilled down into each ability giving an example of how it related to our mission and how practicing it would create a positive customer experience.

I’m not going to share the specific abilities with you because you should pick those that best reflect your culture and goals/mission. But I will give you an example of one of them. We believe being “Trustworthy” is an important ability that impacts both customer service and Customer Relationship Management (CRM). We talk about the importance of delivering on your promises and of being there when you’re needed.

We follow with another slide quoting three of our satisfied constituents who were the recipients of superior customer service and we show how that ties back to these abilities.

Regards,

Glenn

Trust me, I’m on Twitter. txglennross