people

People are often referred to as a company's greatest asset. They can also be your greatest liability if their attitudes and behaviours impact negatively on the customer experience.

Successful companies who take the time to train and develop their team members have more motivated staff, lower absenteeism, lower staff turn-over, less mistakes and happier customers - which all leads to repeat and referral business.

These companies have a shared vision and common values. They hire people that match their values and will commit to their vision.

 

Study the 'Ten customer service complaints' (101 Ways to Really Satisfy Your Customers, Andrew Griffiths) and then think about your people and how they interface with your customers.

1. A lack of respect for the customer's time - always late, rushing, etc
2. Making promises and not delivering
3. Becoming too familiar - crossing boundaries
4. Poor communication skills (lack of ability to talk to customers)
5. Airing company grievances to the customer
6. Inconsistent service (good one day, bad the next)
7. Changing staff frequently - customer loses desire to form relationship
8. Poor complaint resolution skills
9. Customer is taken for granted
10. Not following up on a sale - how is it going?

bevan + associates offer a range of CRM training topics to assist you to develop your people to be your greatest asset, by developing their skills and attitudes.

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