Business News

Business Boot Camp, day two – customer service in training

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by Peter Switzer

Most businesses start and grow on the back of the founder’s great customer service. It’s driven by a passion for the product or service and the customers who decide to patronise the business.

I find many single-person operations, such as mortgage brokers, worry about growing their business because they don’t think they can replicate their service in other people.

In absolute terms, they could be right but, on the other hand, the new staff could prove better than them!

Over the years, I have been astounded by business owners who treated me like dirt and some even knew I worked in the media! They don’t know what they have missed out on as many of my business stories in print, on the radio and television have come from being wowed by a business with great customer service.

Of course, it doesn’t happen by accident, and three things are essential for staff to be on par with the owner when it comes to customer service.

First, the owner has to be great at it to create a wonderful demonstration effect.

Second, staff need to be trained with systems, scripts and processes to look after customers.

Third, the boss has to create a happy business.

Put this together and even a one-time drongo staff member can learn to cut the mustard.

What are your tips for training staff in the art of customer service?

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Published on: Tuesday, December 21, 2010