Guide Your Customer Service Training Initiatives With These Six Pillars of Customer Service

 

Six Pillars Of Customer Service

When you are looking to improve the customer service in your organization, one of the first things you need to do is identify is the specific behaviours that need to be targeted.  What are the performance gaps that need to be closed?

Customer service behaviors fall into six fundamental categories, which we refer to as the Six Pillars of Customer Service.  They provide a good starting point for the development of customer service training programs, coaching plans or incentive strategies:

The Six Pillars Of Customer Service

 Attitude

Attitude includes being solution-driven, being positive, having energy, etc.  Contrary to popular belief, there are some very effective ways to influence these things.

Interest

Interest is being 100% customer-focused, and conveying to customers that they are important.

Action

Over 90% of customers consider “taking ownership” as the primary factor in WOW customer experience.

Verbal Language

Strong communication skills, and attention to positive verbal language strategies create positive experiences, and minimize negative ones.

Body Language

Even when our mouths aren’t speaking, our body is. Poor body language can often undermine otherwise positive messages.

Tone of Voice

This is the single most neglected, yet one of the most powerful skill sets. Tone of voice contributes to our ability to persuade, influence, empathize and engage.

Each of these pillars involve very specific skill sets that you can target, and, of course, not all of the pillars apply equally, or in every work environment.  Take the time to examine what you would like to accomplish, then use the six pillars of customer service to guide your training or coaching initiatives.

Good luck!

“Don’t be fooled into thinking that customer service is simply common sense.  There are a great many skills involved that are difficult to master”  Shaun Belding – The Science of WOW keynote

———–

Are you looking for a top customer service training company?  Belding Training are the global experts in customer service training.  Contact them today at info@beldingtraining.com or at 1-613-836-3559

Guide Your Customer Service Training Initiatives With These Six Pillars of Customer Service
You might also be interested in:
Customer Service
Shaun Belding

Customers From Hell: Information Junkies and Time Vampires

 

Every now and then you bump into customers who just can’t seem to get enough information from you. Their seemingly endless series of questions eat up huge amounts of your time – which can be particularly frustrating when you work in a very busy environment.

Read More »

By The Numbers: A Sears Customer Service Failure

 

Given that the company continues to display no understanding of what it takes to create positive customer experience, there is no way on earth they will be able to compete against the powerful online competition that excels in this area. And it’s pretty clear that he doesn’t understand that customer experience is the single most important driver in today’s retail economy.

Read More »
Posts by category
Winning at Work Newsletter

Cranky Customers?

Crazy Coworkers? Bad Boss? Challenging Employees?
Looking for Tips on Success at Work?

Free – once a week in your inbox!
(And 100% spam-free!)

Outstanding
Customer Service Training
The best customer service training programs

Contact us today to learn how The Belding Group can help you stand out with outstanding customer service.

Do you have your copy of The Journey yet?

Winning at Work Newsletter

Cranky Customers?

Crazy Coworkers? Bad Boss? Challenging Employees?
Looking for Tips on Success at Work?

Free – once a week in your inbox!
(And 100% spam-free!)