We have a great opportunity today since service everywhere is so bad.
The word “crisis” to the Chinese means “danger, yet opportunity.”
The problem is that so many businesses or organizations provide no real training in customer service for their associates or team members.
I believe that there are two types of employees; trained or untrained.
I tested the training programs in a major city once by viewing the training process of 5 different major automotive dealerships. NOT ONE HAD A CLEAR TRAINING PROCESS! New people were just being thrown to the wolves, so to speak and only the strong survived. The net result was mediocre service to the customer.
Today’s Customer Service Slogan: “No worse than the
Competition!”
Service is so bad today that people expect to be abused. The company that focuses on training their people in Customer Service skills has a definite competitive edge in the 21st century.
Questions to answer:
1) How clear is your vision of customer service?
2) Do you understand your role in the company’s customer service vision?
3) Can you deliver every time with the same consistency?
4) Have you been trained in philosophies and processes in your organization in the area of customer service?
To solve our financial crisis in America, we must also address the service crisis!
O. Bernard Smalls is a member of the professional Speaker’s Bureau International, an author, a motivational-speaker and a corporate coach with a focus on self-improvement, customer service, leadership and sales training.
CONTACT INFO:
Email: gunghoguru@hotmail.com
Phone: 602 791 9710
www.obernardsmallscompanies.com
Friday, July 3, 2009
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