Wednesday, May 7, 2008
Customer Service: Critical Element of Any Employee Newsletter
Customers are the lifeblood of an enterprise, and helping employees provide outstanding customer service couldn't be a more important topic for an employee newsletter. However, you can't be very direct about this topic. You have to use a back door approach to educating employees about customer service. And the best back door topic is "Managing Customer Service Stress". Employees want to know about this topic. But what many employees and many peopel don't realize is that managing stress is intimately connected to great customers service. They aren't opposites. Use short articles. Short articles will be remembered by employees. Help employees learn how to examine their behavior and how good service relates to reduced stress for customer service personnel. It's absolutely true. The two subjects are like a hand in a glove. Discuss: How to suprise customers, demonstrating pride, doing more than customers ask for, listening honestly, avoiding off-putting phrases like "You can't do that." or "That's not my job.", always smiling, not lecturing customers, never interruping a customer who is venting. And here is one phrase all custmer service employees should learn: "I understand how frustrating it is when that happens. If (problem) happened to me, I wouldn't like it very much either."