For those in the front line of a business, good customer service skills are key

good customer service skills can be like a band aid

when faced with irate and disgruntled customers . It could be as a simple as a customer having a bad day, health or family issues. An easy turn of phrase can totally change the mood of the customer and in this respect front line staff could be seen as therapists or nurses dispensing band aids. The actions and reactions of the employees really can make a difference, and one of the key things in my opinion, is for the staff to realise and keep in mind that it’s not personal. Here are some examples of how training in good customer service skills can help your business.

Good Customer Service Skills – Training is key

A masseuse working in a resort spa will have more pleasant customers than a lost luggage agent at a busy airport. If your customers are sitting in a chair at your hair salon, they’re likely to be more relaxed than if they were sitting in an examination chair in a dental office.

That’s why so many customer service training programs fall short of desired results. Over the last decade there’s been a dearth of frontline training that focuses on enhancing customer experience. The premise is that we are now in the experience economy. [Read more…]