customer-satisfaction

The 6 Golden Rules of Great Customer Service

6 Golden Rules of Great Customer Service To Help You Achieve Customer Satisfaction

 

Customers are your lifeline and without them, you don’t have a company to run. Therefore, customer service has to be your top priority above all else. Many consumers won’t hesitate to end transactions before making the purchase, or to turn away from a brand because they were treated poorly, even once. Therefore, understanding the six golden rules of customer service will help you to ensure that they are happy at all times.

 

Listen

Listening is one of the easiest things you can do for your customers, but most people neglect it. Take the time to let the client talk about their needs, ask questions that are relevant and concentrate on what they’re saying. Don’t just assume that you know what they need or want because you probably don’t.

 

Customer Is Right

Most companies have forgotten that the client is always right. Whether or not they are rude, don’t listen to you or speak poorly, they make your job title necessary and pay your salary. That doesn’t mean that you should let people curse at you, but understanding how to calm them down is a necessity.

 

Care

Customers know when you do and don’t care. Thanking them is polite, but if you don’t mean it, they’ll see through you. They want to know that you appreciate them and their business, but they also want to feel important.

 

Seek Feedback

Surveys are an excellent way to get feedback about improvements. It may hurt to hear some of them and take the time to sort through them, but they’ll feel appreciated.

 

Identify/Anticipate

Determining what your customer needs can be hard, but try your best to anticipate their needs by listening to them and trying to understand.

 

Give More

Customers can likely go to any store or brand, so it’s important to give them more, such as following up when they don’t buy something or doing things differently.

 

Sneak Peak Into My Customer Service Excellence Workshop:

Creating A Customer-Centric Culture

 

 

Related Articles:

10 Commandments of World-Class Customer Service

team

Motivating Factors: How To Create A More Productive Team

If you want to learn how to create a more productive team, then you may want to consider the four primary motivating factors and determine the best way for you to implement them. They include leadership styles, reward systems, organizational climate and work structure, and each one is important if you want your sales team to work together and make money for the company.

 

Leadership Styles

Many times, the leaders you choose to clash with the team members. This can lead employees to dislike their job, quit, cause trouble and more. Therefore, you may need to consider the style of leadership your managers use and either help them improve or find new managers. Sometimes, all it takes is for employees to feel respected and knowledgeable, similar to their manager.

 

 

Reward Systems

It is always important to give rewards to those who do a good job, but you shouldn’t make the rewards unattainable. Everyone who tries should get something, but those who excel should get more.

Therefore, it may make sense to increase the frequency of rewards or increase the size of the prize, such as tickets to popular outings, more money or bonuses.

 

Organizational Climate

The organizational climate can be a little difficult to determine, but it’s the basis for people coming to work and enjoying their time. If people don’t like the style, layout or feelings they get while they work, they’ll be less productive and may call off sick or quit after a few short months (or weeks). Make it an issue that everyone must be respectful to everyone else and have serious repercussions if disrespect is noticed. After a while, people will start being respectful without noticing it and things will calm down.

 

 

 

Work Structure

It is important that the work your employees do is of value to the company and involves many things, such as communication, interactions, and negotiations.

Related Articles To Help You Learn How To Create A More Productive Team

 

 

Customer-Service-Definition

Customer Service Excellence Workshop Sneak Peak – Creating A Customer Centric Culture

Creating a Customer-Centric Culture Customer Service Excellence Workshop.

 

I provide customer service excellence workshops and keynote presentations to businesses and organizations around the world. My customer service programs are designed to provide my audiences with key learning objectives based on customer service best practices.

Customer Service Excellence Workshop

Program Description:

Imagine an organization where all your employees are confident, self-sufficient and motivated. Your company’s turnover is at an all-time low, as are customer complaints. Word on the street is that your company offers the benchmark for customer service in your industry, and your competitors are seeing red as their customers jump ship and swim your way. With “Creating a Customer-Centric Culture”, a powerful new customer excellence program, you don’t have to imagine anymore. You can make your dream world a reality!

What you will learn:

  • This training program leads to customer service consistency. Your customers are your business.
  • They write your paychecks — and those of your employees. Even the briefest customer interaction affects your bottom line.
  • We show you how to win customers over by treating them well and retain them by keeping them happy, while maintaining your competitive advantage — excellent customer service — with across-the-board consistency.
  • We use dramatizations of real-world customer service situations to keep the training interesting, relevant and fun.

Bottom-line benefits of “Creating a Customer-Centric Culture” include:

  • Leads to higher employee productivity and profits
  • Increases employee retention
  • Creates consistency of service throughout your company
  • Fits into any schedule – no matter how hectic

Benefits to attendees:

Increases the confidence and competence of your employees Boosts self-esteem and morale Skills are transferable to other areas of work or life Learning is customized to the needs of the organization and individual and thus, non-threatening and more effective

Duration:

  • Half-day abridged version is delivered in a 3-4 hour format.
  • Complete version may be delivered in a 6-8 hour format.
  • Customized 60 Minute Keynote Presentation

 

Thank you for your interest in my Customer Service Excellence Workshop.

Sincerely,

Doug Dvorak

 

View more keynotes here www.dougdvorak.com/keynotes
team-culture

A Sneak Peak Into My Creating A Team Culture Program

Welcome to the sneak peek of my Creating A Team Culture program. I am happy to share this with you and hope you find it a valuable resource!

Program Description:

Our team building workshop, Creating A Team Culture is highly interactive and is customizable to meet the specific needs of your team. The variety of experiential exercises that are available can take you outdoors or keep you inside the training room of your own company facilities. No matter what direction your organization decides to take, our team building workshops will create excitement, focus, and action for improvement.

working-togetherHow We’ll Work Together for Your Team:

In advance of your program, we’ll ask each member of your team to invest fifteen minutes in completing a team building questionnaire. This assessment gathers key preferences, including communicating, learning, and decision-making. We’ll supply all materials and instructions, and we’ll ask you to return the completed questionnaires a couple of weeks before your workshop.

Your team facilitator will use the results—along with a pre-course consultation with you—to personalize your program for your group. The resulting workshop is highly interactive. Your facilitator will guide participants through fascinating exercises that bring team relationships into clear focus. Your teammates will have fun in the program, but they’ll also discover something fascinating: How personality preferences and the resulting professional relationships can paralyze or mobilize a team.

Participants also will receive their 25-page individual profiles during the workshop. These personality “owner’s manuals” provide enlightening insights that will benefit participants throughout their lives. Participants customarily share their outcomes with their teammates, instantly upgrading your team relationships.

Creating a Team Culture Program Helps With:

  • Improved Communication through a revealing exploration of the different ways in which team members send and receive information.
  • Reduced Conflict, the team will gain the ability to recognize and minimize unnecessary clashes between dissimilar personality types.
  • Strengthened Management Effectiveness through an awareness of the various human needs and professional preferences within the team.
  • Decreased Stress, the team will discover how to sidestep anxiety-generating and time-consuming interpersonal issues.
  • Better Team Relationships, Heightened Morale, and Greater Camaraderie, boosted by a lively team building session, and sustained by the healthy insights harvested in the workshop.

Duration:

 

Half-day abridged version is delivered in a 3-4 hour format.
Complete version may be delivered in a 6-8 hour format.

*Also available as a 1-hour keynote.

 

The program can be customized for any event including:

  • Breakout Sessions
  • Breakfast / Lunch / Dinner Events
  • Recognition Ceremonies
  • Sales Meetings
  • Management Conferences
  • Corporate Retreats
  • Special Events

Thank you for your interest in my Creating A Team Culture Program. You can view more programs below!

 

 

View My Other Keynote Programs!

employee-recognition

Starving For Recognition – How & Why Implementing An Employee Recognition Program Produces Stellar Results & Amazing ROI

Most employees in businesses everywhere are starving for recognition and the business owners don’t even know it. Recognizing the efforts your staff puts forth and recognizing that your staff is doing a good job may not seem important to you, but it is one of the biggest reasons that you see more results and better ROI, meaning it should be something you start implementing immediately.

 

The Why

 

Every human being desires appreciation for the things they do. Just think about your wife or children. After a hard day, you come home and compliment your spouse on doing the dishes, so they are more apt to spend time rubbing your back or making your favorite meal. The same goes for employees because they want to feel appreciated and worthwhile.

 

An employee should feel as if they have accomplished something on a regular basis. If they do not, they may start to feel burnt out and lose the desire to work at their full potential. Sometimes, employees will leave a company for seemingly no reason, and that reason could just be that they didn’t think they mattered. Therefore, it’s important that you, the owner, and everyone on the corporate ladder acknowledge any progress made, whether or not targets are hit or surpassed.

 

Employees can easily feel demotivated if they don’t reach specific goals. However, giving recognition for what they did do will cause them to want to do more later. Because you recognize the work they put in, they will naturally want to do more next time to be recognized again and again for their efforts, hard work and results. Recognition plays an important role in ensuring your employees feel valued. An employee that is valued is more likely to produce when compared to an employee that does not feel valued.

 

 

How To Do It

 

The first step is to decide what kind of recognition is best for your situation. You can talk to the employees and find out what options they like and what they don’t, giving you valuable advice as to what will work best and produce the most stellar results. Write down a list of your results and come up with a few recognition options to implement for your employees.

 

Now, you have to focus on implementation and getting it going. Here are some tips to help you create your own employee recognition program.

 

  • The first is to establish a budget. The recommended amount of money to spend is at least 0.5 percent of your entire payroll, but many companies strive for three percent of payroll. Then, you should determine whether you want a centralized or department-specific distribution of recognition.

 

  • Next, you’ll need to determine how to measure success. To do so, you may choose satisfaction surveys from guests and employees, participation and turnover rates. You may also decide to use goal-specific measurements.

 

  • Once you receive the results, it is your job to show recognition in the form of conversation, awards, rewards and career development opportunities.

 

You will want to update everyone on the basics of the new plan, including managers. Once ready, test the program and get as much positive and negative feedback as possible.

 

Related Articles

 

 


 

Successful Organizations Start with Positive Attitudes

 


 

My Leadership Keynote Address That Addresses Recognition:

A Sneak Peak Into My Motivational Leadership Keynote Speaker Program

 

Sincerely, Doug Dvorak

Motivational Speaker & Sales Coach