News: Customer Service/Care
Florida maintenance staff receive customer service training
27 December 2007
The maintenance staff at the largest office building in the Tampa Bay area have undergone a hugely beneficial customer service training programme.
When Doug Lawson was appointed senior chief operating engineer at Bank of America Plaza, he called for a staff-wide programme, the Tampa Tribune reports.
He said that customer service can differentiate landlords and management companies, and help the building retain tenants, adding that it has a direct impact on the bottom line.
CB Richard Ellis, the firm that manages the building, hired California-based Master Connection Associates to lead the training seminars.
Trainer Michele Joseph said that employees could improve their customer service leves by listening to customers, working closely with them when there are problems, putting forward a professional image, and looking at their work place as if they were a customer entering it for the first time.
Locksmith Mike Olgia said the training was valuable because it reminded staff of basic tenets, such as 'the customer is always right'.
Separately, Czech transport operator Dopravni podnik hl.m Prahy has recognised the importance of customer service.
The company told Czech Business Weekly that various measures had been introduced, such as classes for bus drivers to help them diffuse tense situations.
