Customer service is not a department. It is a philosophy to be embraced by every employee – from the CEO to the most recently hired. At some point, everyone is going to impact the customer.
Front-line customer service training is obvious. People who interact directly with a customer must have a skill-set and mindset to meet or exceed a customer’s expectations. Some of the more important traits and abilities might be friendliness, empathy, communication skills, problem solving, patience and more.
For a company to be truly customer-focused, an employee must understand how important customer service is to the company, how service fits into the culture and how he or she plays a role in it. That doesn’t happen spontaneously; it requires training. Every employee needs customer-service training.
An effective customer service provider needs to have the professional qualities that customers like to see before they place their business with your organization. Service professionals need to understand that they are the very important links between the customers and the organization.
Their role in providing customer care, recognizing customers’ needs, meeting and exceeding such needs and expectations is crucial for them to gain the all important competitive advantage.