Continued from page 1
This is based on sales person selling themselves prior to selling a product, service or business brand.
Most of your mature team should fit into this bracket, but they will require on-going training sessions on selling, product knowledge and consumer care trends.
Super Customer Service
Super customer service is provided by your top performers. Super customer service occurs when customers perceive they are receiving service that is above and beyond what they are expecting. The customers receive acts of spontaneous kindness that delight them. As a result, they become advocates for your business, promoting your business by telling others about your awesome service.
The formula for success is: Expectation + 1
The bad news is that you cannot put this type of service standard into your company policy, if you do, it wonít be spontaneous. What you must do is ensure that team members are empowered to provide super customer service and are recognized by management when they do.
A recent example I came across of Super Customer Service was at an international airport. A family of travelers had flown with British Airways on a long haul flight and had passed through customs with a large amount of luggage. They were struggling to a rental car when they were stopped by two British Airways flight attendants in parking area. The employees dropped everything and grabbed familyís luggage and helped them to their rental car. Now thatís Super Service, it was spontaneous - even after sales package had been completed by airline.
Introducing Awesome Customer Service into Your Business
You have recognized that not everyone is going to be awesome and that a business is judged on performance level of its lowest performer.
You need to accept that in a successful team you will have team members who will be at different skill levels when it comes to providing service.
Some team members will need a precise training programme to provide them with a script. It may appear synthetic, but given time, and training, they will move to level two.
More mature and culturally aware team members will, given product knowledge, and skills training, will be able to provide genuine customer service using open conversations.
Finally, for those top flyers, have an empowerment policy that allows them to create a raving fans policy for your business.
There are a few businesses that only need to concentrate on one level. Successful businesses understand that they need a three tier system to grow awesome salespeople who will, in turn, grow their business by creating customer advocates for business.
John Stanley is a conference speaker and retail consultant with over 20 years experience in 15 countries. John works with retailers around the world assisting them with their merchandising, staff and management training, customer flow, customer service and image. Visit www.johnstanley.cc or email us on firstname.lastname@example.org.