Customer Service

Managers also need customer service training

A good manager knows that the customer experience is essential to any company’s success. A business that depends on new customers is expensive to manage. It is far more economical to concentrate on turning customers into loyal repeat customers by providing exceptional customer service.

It’s not surprising that so many companies invest in customer-service training. Not as obvious but perhaps even more important is the fact that training is not just for front-line employees, it is also for managers, and for good reasons.

A memorable customer experience starts with knowing how to greet customers, how to deal with complaints and how to make them feel valued. It makes a big difference to a company’s bottom line if employees are able to consistently provide this level of service.

Many factors influence the success of employees in understanding and following through on a company’s customer service strategy. However, the most important factor is the management’s attitude, approach and behaviours.

Learning is best done by modeling. Tip sheets, educational tapes and role-playing are all great ways to train staff. However, there is no better way to learn than by having teams whose managers display the ideal attitudes and behaviors the company wants. A manager who isn’t supportive of the new direction can kill a great training program.

Managers can “Lead by Example” if they are willing to adopt and master desired behaviours. Training specifically for managers is the best way to do this.

Every company needs to acknowledge the fact that there could be a mindset among many management groups regarding the need for managerial education. Many managers consider this a front-line issue that requires front-line training.

This thinking has a problem. Managers are crucial to the success and development of front-line training. They can’t model customer service behavior without first going through it.

To increase manager engagement in training it’s important to highlight for managers the significance of their leadership role in any customer service strategy.

These points should be highlighted in presentations and communications to management about their unique contribution to the company’s success plan.

  • Success in management depends on the success and potential failure of their employees. Managers can set up their teams for success by learning best practices and serving as an example and motivator to employees who turn to them for guidance and answers.
  • To be a model for excellence in customer service for their staff, managers need to receive the best and most comprehensive training. Managers will benefit from the specific content and perspectives that are offered by training.
  • Soft skills such as listening well, empathy and following through are all part of training. These skills, while difficult to acquire at work, have the greatest impact on customer service as well as manager goals. Managers have the unique opportunity to develop this skill set within their teams by modeling and demonstrating these customer service skills.

Companies that engage their managers in customer-service training provide tangible reinforcement to their marketing and sales infrastructures and empower a key group who can play a significant role in the company’s continued success.

molw.net

We are a team of professionals with each having two decades of experience in start-ups, sales, marketing, finance, HR, large scale project and profit centre management and running mature cross functional operations. At Molw.net we are big believers that knowledge transfer is critical to our industry’s evolution. We love to share our experiences and learnings through our online resources.

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