We’ve stressed again and again how critical customer service is, but while the message may be getting through to you, is it reaching your employees? If not, you’d better bring it home or you’ll risk a disconnect between the kind of experience you provide to clients and what happens when you’re not out on the sales floor.
Jewelers of America Director of Education David Peters offers advice on training your employees to deliver the best service:
- Work on both verbal and written communication skills. For example, poor grammar or spelling can undermine the credibility of thank-you notes and emails.
- Focus training on job-specific skills. For example, work with salespeople on listening skills so they can sell from a better-informed perspective.
- Standardize the way telephone calls are answered and handled, and require all employees to comply.
- Establish guidelines for handling complaints, and as much as possible, empower employees to make decisions.
Comments