The Manager's Role in Customer Service Training

Category: Customer Service
Posted: 01-19-2011 07:16 PM
Views: 1166
Synopsis:

Creating great customer service in any company begins with management, no matter what the business is. The reason why is simple-Control for the company lies in management's hands. They control how the company runs and the image they wish to produce, all focusing on customer satisfaction to ensure profit goals are met. Managers are in a position to show, teach and model how the customer service is played out. A quality management training program and, in particular, customer service management training, are the preliminary steps toward ensuring all company employees provide ongoing service that keeps customers returning and profits increasing.

Creating great customer service in any company begins with management, no matter what the business is. The reason why is simple-Control for the company lies in management's hands. They control how the company runs and the image they wish to produce, all focusing on customer satisfaction to ensure profit goals are met. Managers are in a position to show, teach and model how the customer service is played out. A quality management training program and, in particular, customer service management training, are the preliminary steps toward ensuring all company employees provide ongoing service that keeps customers returning and profits increasing.

Customer service begins with a very specific vision on how you (management) want their customers to be treated. While managing a company, you have to decide exactly how you wish your employees to interact, communicate and generally treat your customers. Train your employees exactly the way you envision this. Deciding how long of a time frame you are willing to train your employees on service is important and should be considered thoroughly.

Properly training your employees should include every aspect of the product and company. As an employer, how can you expect your customer service representatives to fully help your customers if they are ill equipped for the job? The superior manager of a company should take the time to have a well thought out training manual for their trainers to give the new employees. Encouraging an employee how to treat their customers is another aspect of a mangers job, since service is more than just a polite voice on the other end of the phone.

Understanding that great service is more than a nice voice and smile will help you go far and thoroughly appreciate the importance of proper customer service training. Customer service representatives should be trained to fully listen for a customer's problem and care. Training your employees to actually listen as well as care enough to quickly resolve the problem is going to boost your business as far as clients go. Satisfying your customers' needs will build trust as well as clientele-more business-which will help you as a manager prosper.

Creating a good timeline for training will help get the training underway and keep it as a priority. Be cognizant of the fact that the quicker the training is, the less likely the employees are to grasp the concepts you want them to understand. You need to create a manual for them, and then time out how long you would like each portion addressed. Make sure your employees fully understand how you expect them to help the customers throughout your business and give them the tools, knowledge and skills they need to be able to accomplish this.

The managers of any company are in full control of how their employees are providing great customer service, or to the other extreme, how poorly their employees are providing customer service. Through the entire work place employees absorb, as well as learn from, how their management treat customers. Leading a good example as managers will help ensure that the employees will succeed at providing excellent customer service. Take the time to train your employees the exact way you want them to be and except no less than the image you have envisioned for the business. Create the trust of the customers by proving to them that they will receive excellent service every time they rely on your company's products or services.

Catherine Rodriguez-Brown is a creative content manager for TrainingABC. TrainingABC is a distributor of customer service videos and DVDs including the best-selling customer service video, Give em the Pickle.

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