Customer service reviews are often used a benchmark to highlight how well the company’s employees are trained, and how well the staff meets their most loyal customer’s needs and expectations. Customer service is a comprehensive approach and philosophy that needs to start at the management level of the company that you work and collaborate with and it has to be applied across training programs and within the work environment.
Focus on your customers (guests):
Companies are often busy with the demands of day-to-day operations. In some unfortunate cases, the customer becomes lost and is replaced by an issue. The customer, in other words, becomes anonymous, and your team focuses in on the problem itself. Unfortunately, when this occurs, your customers are not given the care that they sought and deserve. Instead, they are shuffled through the queue (line), with the issue that is often communicated as resolved, but not followed up on.
To shift your customer service approach from being an issue-centered approach to a humancentered approach, train your team to think about each customer as an individual. Here is a quick checklist to have your staff run through:
– What is the customer’s story?
– What is the customer’s history with your company? Are they a repeated guest – how do you reward this?
– Has the customer had previous issues that are leading to the customer’s current frustration?
– What is the customer hoping to resolve by interacting with your company for products/services?
When you start to personalize service for each customer and think of the customer as a friend
whom you’re trying to help, your whole approach changes, and the customer will notice. Instead of just being an issue, the customer will feel like a person with a problem that your company can help resolve.