This is the sixth post in a series discussing how to create your own customer service training course.
In the first four posts in this series I laid out how our course made the case for customer service. In part five, we turned our attention to how to deliver customer service by discussing the abilities we want our staff to have. Now, in part six we continue this theme by taking it down to specific attitudes and behaviors as well as the importance of communicating with the customer. .In our course we called this the ABC’s of Superior Customer Service.
A for Attitude—Will you exhibit a positive “can do” attitude or will you be negative?
B for Behavior—Will you be polite, open, responsive? Or will you be rude and/or argumentative? Will you respond in a timely fashion? How will you follow up?
C for Communication—How will you communicate? Will you engage in active listening?
If you’re going to incorporate the above into your presentation, sit down with your team and determine specifically how these are relevant to your organization. Consider providing examples.
It’s one thing to talk about the theory behind superior customer service and to build the business case, but this is where you start training on the desired attitudes, behaviors, and communication techniques that you want your employees to follow. You may choose not to explain them as we did, but it is important to demonstrate exactly how you want your employees to act.
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