Customer Service Training – Term Paper Example
Recognizing and rewarding outstanding service Introduction service training refers to teaching and coaching employees on new knowledge, new skills, attitudes and competencies in dealing with customers. The main importance of customer service training is to enhance customer satisfaction levels and improve customer loyalty thus leading to attainment of organisational goals. Customer service training should be aimed at energizing employees, increasing repeat sales, building a positive reputation for the organisation and spreading the word-of-mouth (Cook 145). Business organisations should develop customer service metrics and train the personnel on such essential metrics. The metrics can be used in recognizing and rewarding customer service in the organisation. For instance, the metrics may focus on the daily sales level, customer waiting time during telephone conversations and number of customer complaints. (Cook 146).
The management can evaluate the level of customer satisfaction through the use of surveys, use of sales revenue goals and number of customer complaints. Some of the customer service quality metrics that’s can be used in evaluating the level of the customer service include the competencies such as skills of the personnel, the courtesy, politeness and appearance of the personnel (Bowen 120). Customer convenience, communication skills of the personnel, responsiveness of the personnel towards customers and tangible evidence in the office such as layout of facilities will also be used in assessing the level of customer service in the organisation. The organisation can utilize customer service training methods such as lecturers, coaching, case studies and mentoring in training the personnel on higher customer service (Bowen 132). Some rewards that will motivate employees to exhibit the expected customer service behaviours include promotions, positive recommendations such as letters of achievement, and service awards. The customer service standards should be specific, attainable and measurable in order to ensure consistency of the service, meet the expectations of the customers and encourage continuous customer service level improvements ((Bowen 137).
The organisation should train the personnel on the customer service quality expectation and implement a reward program for recognizing higher customer service behaviours in the organisation. Planned outstanding service programs include regular staff performance evaluation, gifts for the outstanding personnel and passing the positive feedback from customers to the concerned staff member
Bowen, Brayton. Recognizing and rewarding employees. London: McGraw Hill.
Cook, Sarah. Measuring customer service effectiveness. Burlington, VT. Gower.