If your customer service isn’t up to scratch, your profits are seriously going to suffer. Most leaders would probably be quick to say that it isn’t a problem in their operations, but can you honestly say that you couldn’t make some improvements? Working on upping your game in this area is the type of activity that could have a quick and tangible impact on your bottom line, so it’s worth taking some time to pinpoint potential issues and get a handle on them.
Not sure where to start? I’m here to help. Let’s look at the issues that could be at play in your business, and how to fix them.
Your staff don’t know what good service looks like
First of all, ask yourself whether your staff even know what’s expected from them. In your mind, you no doubt have a clear vision of how you want your workforce to handle queries and sales. But have you communicated this to the right people, and have you created accountability? It’s vital that your teams fully understand what outstanding service looks like, and when they’re hitting the mark. You might be amazed by how easily problems can be avoided when you take the time to share your expectations.
You haven’t invested in training
Training isn’t about talking your staff through some PowerPoint slides, or sharing some broad theory about how things should be done. It’s about giving your team the practical skills they need to deliver results. If it’s been a while since you offered customer service training to your workers, then you could have identified your main problem.
Your staff don’t care about your overarching aims and objectives
Let’s take a step back for a second. Perhaps you feel confident that your staff understand what good service looks like, and you know that you’ve offered quality training, If problems still exist, then you need to consider the possibility that you have some deeper cultural issues that need to be addressed. Having your staff onboard with what you’re trying to achieve in the broader sense is essential if you want to continue to grow.
When you know that changes need to be made, the road ahead can seem daunting. You don’t have to do it on your own though. It makes sense to work with a professional with a proven track record. After all, don’t you want results as quickly as possible?
So when it comes to fixing the problems that are holding back your workforce, get in touch with me for an initial chat about how we might be able to work together. You’ll walk away with a clear idea about what you need to do next.