|
» Email a link to this page |
|
|
Customer Care Skills Training and DevelopmentOur Tailored Customer Service Training comes in many formats from one-to-one through to fully tailored company wide programmes. Our training can be run at any venue including our own training suite in London. See the Customer Service page for more information on how our programmes deal with Customer Service Issues Recent Customer Service Programmes
Related Customer Service CoursesFind the next available Open Customer Service Skills Course And the next available Open Business Networking Course You might also be interested in the next available Open Building Business Relationships Course
More reading about Customer ServiceFor a quick read try one of our Sound Snacks For a longer read try Customer Service SkillsIf you want to know more about our Training Programmes have a look at our Communication Skills Key Issues page Customer Care Skills Training and Development |
|
If you are interested in talking to us further about Customer Service Skills Training and Development |
Customer Service Customer Care
Impact Factory runs tailored
Customer Service programmes
We also run Open Customer Service Courses
and personalised One-to-One Executive Coaching
for anyone who is interested in Customer Service Issues
The following article was contributed by Andy MacDonald
Customer Service Has Moved Towards Customer Care
Customer Care - As we move forward into a truly service driven economy it's beginning to dawn on us that it's really service care economy.
Customer Service
As I waited for an answer to my VCR enquiry from a stereo company, the recording stated a “customer care” representative would be available shortly.
At that moment, I realised it’s finally catching on everywhere.
With ageing baby boomers, world events and additional pressures in today’s society; it is “customer care” that has evolved in our economy.
We have moved from a manufacturing economy to a service economy and are currently leaning towards a “service care” economy.
As we live in a high tech-high button touch environment, many personal contacts have been decreased making each customer interaction more important than ever to corporate imagery.
For example, if you call for computer tech support, the representative often makes it a point to address you by first name.
If it’s the bank credit card company, they may ask “How are you doing today?” This makes the customer feel less like a number and more like a human being.
The successful restaurateurs always took service one step further towards “care” because they understood restaurant customer service literally involves the immediate health of the patron-- more so than any other industry (except for healthcare industry itself).
A recent survey asked diners why they went out to eat and the main response was “to feel good.” (After all, the word “restaurant” has French origins meaning “to restore”). As a waiter for many years, I felt my job was to restore humanity, especially to diners arriving from a stressed out day.
In my past dining room work experiences, I remember certain actions lifting service to this higher level of “care.” One time a customer requested margarine that wasn’t available in the restaurant.
The owner walked across the street to the grocery purchased the margarine and brought it table-side. The patron was delighted. There was a regular customer (diabetic) who always got immediate attention with some kind of bread or crackers to keep from feeling feint before her food arrived.
If there was a baby present at a table, our staff ensured their food would come out as soon as possible to pacify.
These kinds of actions create a lasting positive image for any company or establishment. The owner cared about his guests and it permeated through the dining room and staff -- even after he left to open other restaurants for the company.
Customer Service involves major 3 points:
1) Care and Concern for the Customer
2) Spontaneity and Flexibility of front line workers which enhances the ability for on-the-spot problem-solving.
3) Recovery- making things right with the customer when the process has gone astray.
These 3 points should always be highlighted in any customer service training program.
If they are kept in mind, then quality service will occur.
About The Author:
Andy MacDonald owns and runs his own custom website design company called Swift Media UK which also incorporates ecommerce development, affordable web hosting, and logo design.
