E 'Stupid Move Customer Service Customer Service Training that Sticks

E 'Stupid Move Customer Service Customer Service Training that Sticks "Society is always taken by surprise at any new example of common sense." Ralph Waldo Emerson This quote opens one of the most impressive works on customer service: the book by Michael Leboeuf How to win customers and keep them for the whole life. I'm a fan of the book, and the man who became a good friend and mentor. What makes such a difference in Michael? S is written that, although written ten years ago, remains consistent and relevant to our customer service today.Teaching should be easy. After all, it's common sense to treat customers as we would like to be treated. The development or delivery of a program that helps people to understand that it is more difficult. That? S, because at the heart of any training initiative for customer service should be to understand the motivation and purpose that drives us, accompanied by a clear strategy to provide outstanding service, not only win, but customers are also keep for life. Many companies have customer service plans (or at least to address the need for one). But most of the focus on practices, rather than the principles that make them successful. Customer service training is often respond to the need to resolve the problems of the service. Consequently, we can not identify, promote and train workers on the main elements that drive service center, not just the brain. No program is complete customer service until it addresses the integration of the following elements: ReliabilityConsistent performance is what customers want more. They want the service you can rely. In particular, this means that you want to do what you say you're going to do ... when you say you are going to do ... and do it right the first time. If you can do so in time, are reliable. A reliable person is worthy of trust or confidence and trust builds long-term personal and professional life.In business, sports, or in any area of activities, consistent and high level of performance is the main difference between the pilots and samples. Teach people to be reliable and that you are teaching them to be winners.CredibilityOne that customers are willing to pay for peace of mind. We want security, integrity and the assurance that if there is a problem, will be processed immediately, without additional charge. If you buy products, we want to be safe and secured. If you buy services, we want them to be free from danger, risk or doubt and kept confidential. Do you want us to do hidden, hard sell techniques, extra costs, and contracts? Fine print?. This is the kind of credibility, and puts the customer back. To be credible, a person is worthy of trust and the company shows that credible gains the respect of their clients, and often their competitors. Teach people to be credible and it teaches them respect.AttractivenessAnything the customer sees, hears, touches, hears, feels or your company in developing their opinion of you for better or for worse. May appearances are deceptive, but many customers to draw conclusions about the quality of service based on what they see. Watch the business through your customer? And the eyes, and make the effort to present the image of first class. Being attractive half pleasing to the eyes and mind. It means having the power to attract. When you teach people how to dress stylish and maintain a pleasant working environment and the look that gives them the means to provide service.ResponsivenessResponsiveness has more to do with the speed at which they provide service. Being responsive means being accessible, available and ready to help customers when they have a problem. Each reagent is prepared to respond and react to suggestions, influences, appeals, or on behalf of the client. Teach people to be responsive and prepare to be flexible.EmpathyCustomers should be treated as unique individuals, with their unique personalities, wants, and reasons to buy. If treated as such and to solve their problems, which will continue to be your customer. Showing empathy means putting the client? S shoes. This means trying to objectively understand their point of view, and hear what they hear. It means listening intensely, asking the right questions, speak their language and to adapt its services to help as best we can. When you show empathy to dig deep in their own self and to assign a part of you for your interaction with others. When you teach empathy really help you care.When these elements are in place, you will see a change in attitude and behavior of your service providers. Start with these basic principles for the creation of ready for action, training programs and you will see incredible retus on your investment in training. You can also acquire and retain customers who ultimately pay the bill.Julio Quintana is a writer and speaker in Weston, Florida. He is the author of the guide training at the central classic, How to acquire new customers and keep all his life by Dr. Michael Leboeuf. More information about its practice and methodology to the point of fusion