Tough Customers
Rate Yourself
How can you support your customer service employees so they
don't feel beleaguered by customer demands? If you answer no to
any of the following questions, it may be time to reassess your
customer service program and how it affects your employees'
morale: 1. Are employees empowered
to solve problems? Give your entry-level employees the
ability to offer concrete solutions. Telling them exactly what to
do boosts their confidence and morale. 2. Do you let service
employees vent their frustrations? Grandey says you need
to show employees you understand the challenges of working with the
public. There are a few ways to do this. One is by holding a weekly
meeting where service employees can talk openly about their most
difficult customer interaction that week. Along the way, not only
will you show support for their tough jobs on the front lines of
the company, but employees will also learn from each other how to
deal with customer problems that would otherwise leave them
flustered. Another strategy: Give a short break to the employee
who's just handled a particularly tough customer. He or she may
need it to regroup. Content Continues Below
3. Are you on the front
lines? Employees will take notice when there's a
lack of involvement from company leaders in dealing with customer
complaints. Communicate and be involved. "Leaders want
customer service complaints to disappear," Csordos says.
"But don't leave employees holding the bag." That
means spending time on the floor or on the phones to get a feel for
their jobs. They'll appreciate it and feel more connected to
the company. You'll also get a better feel for your
customers. "Take care of your employees," Ward says. "If
they're happy, they'll take care of your
customers." | | | | |  | | |   www.customerservicetraining.com:
This site offers tutorials, articles and other information to help
you train employees in customer service.
www.consultant-center.com:
This site includes articles on customer service topics.
www.eps-i.com:
This is the homepage of consultant firm Employee Performance
Strategies Inc. in Chantilly, Virginia. It offers contact
information for consultants on various workplace issues, including
customer service strategies. | | |  | | | | | | | |
Chris Penttila is a freelance journalist who covers workplace
issues from her home in the Chapel Hill, North Carolina, area. She
can be reached at chris@sitting-duck.com or
through her Web site, www.sitting-duck.com.
Contact Sources
 Page 1 | 2 | 3 | 4 | 5
|
Brewing Big (With a Micro Soul)After 18 years of growth and with annual revenue about to break $100 million, Kim Jordan still maintains New Belgium's freewheeling spirit.
|
Magazine Resources
|