It’s great to be able to invite an industry professional in
to provide training and development to improve customer service, but it’s not
always practical to get the entire team together to schedule training for staff
and maybe harder to still to pay for quality training.
Here are some tips
for putting together your own Customer Service Training Manual.
The first rule to Customer Care is consistency!
Consistency in your customer care is key, because even low
end, budget customer services will attract a trusted following, so long as they
can know what to expect and this is delivered every time. This is called the Customer
Experience and so long as each customer experience consistently delivers what
is promised, the result will be customer satisfaction.
Next - change the way you answer: What is a customer?
The best way to keep the rule of being consistent in all
your customer relations, is not simply define your customer as anyone who pays
for your services, but as those who want a repeat of the customer experience
you provide. This is to be ever mindful of the ‘life’ of the customer, which
means how many times will they pay for your core services or customer support?
What is customer service vs What is the customer experience?
When someone pays for your service, customer service just
happened! No matter if it was good customer service, bad customer service,
exceptional or hardly perceived at all. When we as consumers pay, we have
agreed to take whatever the service is and we are protected in law that the
service is fit for purpose, with certain consumer rights if it is not. So if
you have found someone willing to buy your service, providing customer service only
requires you to meet those basic obligations. The point is there’s nothing
special about customer service – except of course getting paid!
Now a restaurant waiter may argue – I’ve gave great customer service for over 2 hours while the customers dined, or you may have just paid for your holiday yet won’t set off for over 2 months, so feel you’ve only bought the promise of future customer service.
These scenarios are actually part
of the Customer Experience. The promise of food whilst waited upon and the
promise of the purchased inclusions at the holiday destination of your choice is
the customer service you are willing to pay for, but the actual customer
experience will determine how prepared you are to do it again or recommend it
to others. This is why the customer experience and how consistent it is to be
trustworthy of being repeated is the all-important focus of your customer
service training manual.
Now we know the importance of how we think about the
terminology we train our staff, here is a quick practical list of what to
include in your Customer Service Training and Development Manual;
SERVICE SYSTEM
Consistency is the key!
SIGNATURES
The touches that set you apart
SERVICE OPPORTUNITY SESSIONS
Client Record System
Non Verbal Language
Client Appointment Cards
Identifying Client Belongings
Remembering Refreshments
Consultation Recommendations
Confirm Rebooking
Retail Recommendations
Future Rapport Notes
Chemical & Technical
Histories
Salon Focus and Seasonal
Promotions
When the phone rings
For price
enquiries
Setting an
appointment
Confirming
client’s appointment
Late clients
MEET & GREET
Waiting area
CONSULTATION
Great example consultation questions
to ask your client
Skin allergy test procedure
THE SERVICE
Conversational F O R M Topics
Explaining Products
“FAB” when recommending products and services
BE CONFIDENT & PROFESSIONAL
THE FINALE
REBOOKING
Great reasons to Rebook
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