News: Customer Service/Care
Management 'responsible for outcome of customer service training'
24 July 2009
The responsibility for poor consumer care lies with management staff, as these are able to instigate customer service training, an expert asserts.
Dan Bowser, writing for the Durango Herald, says that they need to establish a culture and skills development programme which educates staff in how to handle people in the store.
He states: "Owners must train their employees in the service culture expected. Staff cannot be expected to automatically know how to handle customer interaction."
Key areas which should be included in customer service training include greeting, presentation of merchandise and the way in which elements of the transaction are to be explained, he asserts.
Mr Bowser also asserts that businesses must ask themselves whether this forms a regular part of the company's ongoing operations.
Recent research published by BDO Stoy Hayward has found that nearly three-quarters of consumers would leave a shop if they received poor care at the hands of staff, highlighting the value of customer service training.
From difficult and demanding customers through to more routine interactions GA Training’s customer service training will ensure that whoever you are dealing with and in whatever situation a consistent and exceptional level of service are always the norm.
