What is the best solution when the numbers show that there is a deficiency in how customers view your service level? Dr. Raymond Lindquist said, “Courage is the power to let go of the familiar.” If the familiar within an organization is poor customer service, it is time to let it go. A culture of outstanding customer service needs to be effectively introduced within the organization. Since the service is providing for the needs of a customer before, during, and after their purchase, a holistic approach is necessary.

Customer Service Training Programs

Good customer service has to be taught; assuming that employees will know how to treat customers, just because they work in a field that requires this standard, is dangerous. An integral part of any training program is giving employees a chance to express what they want from a company, when they are in the role of a customer. When employees take the time to consider what they expect as a customer they are better prepared to deliver when they are on the other end of the transaction. Management has to take a personal interest in developing and participating in the training program in order for employees to appreciate that it is a serious responsibility.

Top Down Approach To Customer Service

While training programs may be designed with entry-level employees in mind; if management takes a hands-off approach the training programs will not succeed. Employees and customers need to see that everyone right up to the highest level of management takes exceptional customer service seriously. Organizations that involve multiple operations with multiple managers may find it worthwhile to consider a separate corporate management training program. It should emphasize the necessity for management to be viewed as accessible to all, in order to promote high employee morale and customer satisfaction.

To ensure a business’ continued success it is imperative to make the investment in nurturing a culture within the organization. By starting with management in developing this culture there will be a definite trickle-down effect. An employee who is treated well will pass this on in the way that customers are treated. An appreciated customer is a loyal customer, and more importantly a customer that will tell others about how well they are treated. From the largest corporation to the smallest local business it is important to introduce a customer service culture by providing employees and management with the training they need.