What do customers value most in customer service? Solving their problems. Recent research shows that handling customer problems quickly and correctly will retain or even build customer loyalty. Customers who don’t get their problems solved will leave and not return. How do supervisors affect customer service? We all know that frontline service people directly impact customer satisfaction. But we don’t often look at how much a supervisor’s behavior influences the service a customer ultimately receives.
So Help Me - Employee Edition illustrates realistic customer service problems that can frustrate both customers and employees. The video provides solutions to these problems that satisfy everyone: the customer, the organization and the employee. These solutions include: working with policy to solve problems, helping customers outside your department, actively listening, treating every customer as your own, and defining customer needs.
Key Learning Points
- Work with policy to solve problems: Don’t use policy to explain what you can’t do; use policy to help people.
- Take customers directly to what they need: When you can’t help, take them to someone who can, even if it’s outside your department.
- Take the time to really listen: Treat each customer as an individual. Listen until you really hear what their problem is.
- Treat every customer as your own customer: Work with the customer you’re talking to. Don’t hand customers off to someone else just because they’re difficult.
- Help customers define their needs: Help people figure out what they want. Guide them to solutions that meet their needs.
So Help Me - Supervisor Edition takes a fresh look at customer service by showing the direct connection between a supervisor’s behavior and the way employees treat customers. When employees are listened to, respected, and encouraged, they will do the same for their customers. Supervisory behaviors that promote excellent service include: telling people what they’re doing right, helping employees find solutions, focusing on people rather than numbers, empowering people to do their jobs, and turning mistakes into opportunities for growth.
Key Learning Points
- Tell people what they’re doing right: That good feeling will get passed on to your customers.
- Help employees find solutions for customers: Take the time to help employees work within policy to solve customer problems.
- Focus on people, rather than numbers: When employees feel that you care about them, they’re far more motivated to care about your customers.
- Empower people to do their jobs: Employees will feel that they have the responsibility – and the power – to solve customer problems themselves.
- Turn mistakes into opportunities for growth: Dealing with mistakes privately is a perfect opportunity for individualized training.