Effective Customer Service - the Fab Four
Effective Customer Service - The Fab Four
Your organisation must add value to its customers.
Why? Because, no customer will pay you for NOT adding value.
You have probably experienced organisations that act as if their customers were a nuisance and a cause of irritation to the staff.
These organisations are on the road to ruin.
On the other hand, you have also experienced the pleasure being cared for by an organisation that goes out of its way to offer you the best possible customer service.
These organisations are on the highway to heaven.
There are four customer service skills to learn and practice.
We call them, the fab four.
1. Communication
Communication is a primary skill.
Effective customer service relies upon the following communication skills:
The ability to:
- Make a good first impression
- Investigate the customers' needs
- Explain your products and services
- Answer questions and objections
- Negotiate agreements
- Gain commitment
- Gain referrals and positive social media postings
Communication skills are a combination of:
- Good and careful use of spoken language
- Proper voice tones
- Excellent appearance and body language
- Effective writing skills
2. Technical Skills
Technical skills are also necessary for good customer service.
If the customer-facing staff member is unskilled, or lacks knowledge, then the impression left in the mind of the customer is bound to be negative.
On the other hand, if the customer-facing staff are efficient, proficient, knowledgeable and experienced, then the impression in the mind of your customer is bound to be positive.
Therefore, a high degree of technical expertise is absolutely necessary for your success.
3. Structure
Underpinning the skills of the customer-facing worker, is the organisational structure, systems and protocols.
Organisations should be just that: organised!
In addition, they should be systematic, well designed, logical and efficient.
If the individual worker is working for an organisation that is chaotic, unsystematic, badly designed and inefficient, then the customer will NOT be well served.
Successful organisations are not lucky. They are structured in such a way that causes them to be successful.
How would you rate your organisation?
- Systematic, or chaotic
- Structured, or unstructured
- Well organised, or not
- Efficiently managed, or not
4. Attitudes
Attitudes are the foundation stones of your organisation.
Some of your staff have the right attitude towards customers. They understand that the organisation can only succeed if it satisfies the customers' needs.
The attitude we want to encourage is a genuine desire to help others.
If your customers get the feeling that your staff really DO want to help, then they will respond positively and will be more accommodating if, on occasion, things go wrong.
On the other hand, if the customer gets the feeling that the staff "don't care", then they will have no loyalty and will be quick to find fault.
A good attitude is partly created by the individual worker and is partly created by the culture of the organisation.
Summary
To succeed you must add value to others.
Nobody will pay you for NOT adding value.
In order to add value, you must have the right attitude. You must genuinely want to help others.
In addition, you must have the technical skills and structures in place, that will allow you to add value to your customers.
And finally, you must have the personal communication skills that will allow you to understand their needs and explain how your products and services will work to help them.
When combined, these fab four skills form the foundation of customer service and if you apply them, you will be more successful.
About the Author: Chris Farmer
Chris Farmer is the founder of the Corporate Coach Group and has many years’ experience in training leaders and managers, in both the public and private sectors, to achieve their organisational goals, especially during tough economic times. He is also well aware of the disciplines and problems associated with running a business.
Over the years, Chris has designed and delivered thousands of training programmes and has coached and motivated many management teams, groups and individuals. His training programmes are both structured and clear, designed to help delegates organise their thinking and, wherever necessary, to improve their techniques and skills.
Blogs by Email
Do you want to receive an email whenever we post a new blog? The blogs contain article 5-10 minutes long - ideal for reading during your coffee break!
Further Reading in Leadership and Management
-
Leadership qualities
Leadership Qualities All organisations need leaders. Leaders are able to inspire others to cooperate together, to give their best performance, in order to achieve a valuable goal or objective. Obviously, successful leaders are people who other people will willingly follow. A leader with no followers is a sad sight to behold...
Read Article > -
Successful Manager Skills
Learn the skills you need to master to become a successful manager. You can try our quiz to see how you measure up!
Read Article > -
How to Manage Hybrid Working
Hybrid working is the latest trend for office workers. How can organisations decide if it will work for them and their employees and how best can it be managed?
Read Article > -
Five Common Management Mistakes
Many managers make mistakes in managing people. Perhaps they are poor at goal setting, or cannot delegate, or maybe lack sensitivity in dealing with others. Here are five common management mistakes which can be corrected with the right training.
Read Article > -
Training for New Managers
To be a great leader and manager you need a definite set of skills, knowledge and ability. New managers often lack these skills, but the good news is that they can be taught.
Read Article >
Looking for Leadership and Management Training?
If you're looking to develop your Leadership and Management Skills, you may find this Leadership and Management Training Course beneficial:
Open Training Course Pricing and Availability
Next Open Course Starts in 5 days, Online - Teams, places available