When I speak to Owners, Managers, Supervisors or Employee teams I speak from my own experience. I have had the customers from hell and I've had customers so loyal they become best friends.
We often think of frontline retail, bank tellers or restaurant staff when it comes to customer service. It's true they have a difficult job and I have spent many years on those front lines and understand the challenges these most valuable employees face.
Thanks to t technology theres another key part of customer service that hasn't existed as long as I have... Online. Spending so many years in the hospitality industry had me bear witness to the first and most widely used activity of online reviews. To this day I see that most companies do not understand how to manage and worse, how to respond to online reviews. These reviews have more impact than any one customer in your place of business. I spent years not only replying to hundreds of reviews in the many different platforms that they reside but also assisting and even teaching others how to do just that. Words matter. Empathy matters.
Contact me to discuss training and support options for your company.
I'd be happy to work with Management so that they can train their staff and /or
I've often spoken to employee groups which is a favorite as it allows more interaction and questions. I find that improves learning.
Visit my blog for commentary on various aspects of customer service and customer relations
Please contact me to discuss how I can help you and your employee team offer better, more consistent customer service.