Whether you own a company; work in a local supermarket; or
manage a department store; customer service training is foremost
in assuring you satisfy the needs of the customer at all times.
After all, without customers; your business would fail.
Here are twelve ideas you can incorporate into your training
· Every customer should be treated as special, and must be given
· When visiting your place of business or store, your aim is to
ensure they want to return by assisting from the moment they
walk in the door.
· Always respect your customers, regardless of how you are
· If a customer requests a myriad of services, prioritize their
needs in an efficient and friendly manner.
· When you can, try to anticipate what your customers need.
· To not leave your customers lingering; provide service from
beginning to the end of the transaction.
· Use a professional and courteous demeanor at all times.
· Listen to customers. Show you understand and will do all you
can to meet their needs.
· When promising to fulfill a certain need, ensure you keep the
· Use care and a genuine understanding of what the customer is
· Answer any and all question a customers asks.
· Always handle customer complaints with courtesy.
If all of the aforementioned suggestions are implemented, the
benefits can be immeasurable. Customers will return to your
place of business based on your willingness to go the extra
This is true for customers who are dealt with in person; in
writing; over the telephone; or by email. It is vital to your
company to impose a non-threatening atmosphere of civility and
Let’s face it; sometimes dealing with a customer can be
challenging. Perhaps they are not satisfied with the answers to
their questions; or the product was not delivered on time; or it
was defective. The only way to handle any challenge is with an
understanding voice and definitive manner.
Listen to what the customer is telling you; ask questions to
determine the exact reason for the complaint; refer the customer
to a superior, if necessary; and follow-up with either a letter
or phone call to ensure the customer is satisfied. This is the
basis by which customer care can be fulfilled.
While providing your own in-house training may be appropriate,
you can use the services of professional training companies that
can provide customized training for your organization. However,
this depends largely on your staff quota, and the
cost-effectiveness of having to train hundreds of people.
While most companies have on-going in-house training sessions
outside of their offices; others, such as stores and smaller
businesses find that training in-house is just as effective.
A case study of Wal-Mart may be the easiest way to exemplify how
customer service training is utilized. According to Wal Mart,
“Customer Service Training for Wal-Mart Greeters is designed to
provide simple, easy to use processes for driving customer
satisfaction that are based on Sam Walton’s original “Basic
The basic tenets of Sam Walton are providing customers with
superior service, and ensuring they are completely satisfied. To
establish a rapport with the customer from the first moment they
enter Wal Mart. Having their employees attend a seminar is
crucial to providing customer care.
Using a series of videotaped and audio taped role playing is
just one of the exercises used to enhance customer service
training. In addition, employees share their experiences with
customers, analyze and participate in question and answer
sessions. For one day, the employees of Wal Mart are given all
of the assistance needed to enhance the quality of customer care
in their stores.
The phrase, “The customer is always right,” is one which should
be heeded if one wants to succeed in any type of business. The
main focus is to have customers return over and over again
because the quality of service is the best offered. Customer
service training is an important part of achieving that.
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