Availability date: 08/27/2015
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.
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.