Any business that deals with the public features a customer service department to ensure all customers are satisfied with the representative interaction and purchase process. Larger retail stores often have extensive customer service departments; however, any business with a customer service representative must follow the pillars of customer service to ensure the customer experience is nothing but positive.
Effective training and coaching is perhaps the most important pillar of customer service. Upon completing a training program, customer service representatives should be able to satisfy all of the requests of customers. The correct training will help prevent the loss of customers and potential loss of current and future profits. Training should include basic information about the position. As the employee develops, training should be focused on areas of weakness. To determine what areas the employee needs further training in, performance evaluations should be conducted on a regular basis.
Employees follow the example of their managers; therefore, the customer service skills of management team members should exceed those of representatives. Management should continually undergo training and be heavily involved in problem solving and developing new techniques to satisfy customers while enhancing the profitability of the company.
Clear communication between the customer service representative and the customer is one of the most important pillars of customer service. Representatives should communicate with customers in a clear and non-vague manner. Accurate details stated in an easy-to-understand manner can help clear any confusion a customer has concerning a specific situation. If a customer is given up-to-date information regarding the status of a work order or exact reasons as to why a specific request can or cannot be accommodated, it will help the ease the customer’s worry that the company is hiding details or giving them false information.