What are the keys to better customer service?

I am blown away by the rudeness of some people on co-called phone help lines, and you hear that message saying “this call may be recorded for training purposes”. Well is it or isn’t it? And if it is why aren’t more staff busted for their rude behaviour, and being trained to correct it?

I agree – it’s not good enough.

I have also experienced some very rude staff. How can this be?

Poor selection?

Service staff need to be selected for their positive attitudes to people, their helpfulness and their ability to manage stress. They should be given work tests that simulate the role and tried out in a variety of situations to see how they perform.

They should be really challenged and even given guidance to see how quickly they can learn and adapt.

Role-plays are a wonderful technique in an interview. And feel free to apply pressure. You are sure to see some of the person’s underlying personality come out.

Poorly trained?

Good quality training is rare for customer service staff. It should be an ongoing strategy – combining product and service knowledge and a focus on communication skills. The business needs some agreed service principles that people agree to uphold:

• Willingness to help.
• Takes responsibility.
• Attention to detail.
• Responsive.
• Caring.
• Knowledgeable.
• Solves problems.

Poorly monitored and coached on the job?

With all the technology available, let’s start seeing the results of the call monitoring. Take one bad call, or use a mystery shopping approach, to get some specific evaluations of specific people.

Then take those less-than-quality examples and TRAIN the person to stop doing the things that are undesirable and take-up the service-focused behaviours.

Maybe our supervisors are not doing enough training because they aren’t given enough time by the senior managers? Maybe they are not giving specific feedback to their team about the kinds of communication, language and most of all TONE of voice that is desirable versus unacceptable.

If it is our business and we want to make a positive impression, and retain customers and grow the business, then we need to get this right:

• Establish service principles.
• Select the right people.
• Do the right training.
• Monitor the performance regularly.
• Give quality feedback and ongoing coaching.

With these strategies we are likely to have a team of people answering calls in a way we can be proud.

View the SECRET SERVICE AWARDS clip

By Eve Ash, psychologist, and co-producer with Peter Quarry of the Ash.Quarry training videos. www.7dimensions.com.au. Eve is managing director of SEVEN DIMENSIONS.

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