CUSTOMER LOYALTY
“ WE WANT OUR TEAM MEMBERS TO HAVE THE AWARENESS TO ACT ON CUSTOMER NEEDS BY OFFERING SUGGESTIONS BEFORE THEY ARE ASKED .”
With this understanding , we must invest in their education to ensure they are equipped with the knowledge to deliver an experience our customers have never had before . Let ’ s consider these statistics :
• 40 percent of employees who receive poor job training leave their positions within the first year .
• In 2016 , six percent of workers said training and development is the most important workplace policy .
This gives us even more evidence that we must recruit and train our employees with premium education .
The first skill your customer service employees must have is what I call service endurance . to help me keep going even when I didn ’ t want to take another call . In fact , I still do this ; I have a quote by Kobe Bryan on a shelf in my office .
• Going for a brief walk outside is the best way to disconnect for a moment . Leaders of companies must acknowledge that the extra break won ’ t be a cost , it will be an investment . The break will help your team members be physically and mentally prepared to deliver amazing service to every customer , every time .
2 . FORESIGHT The second skill your team members
will need a high chair . Our guests shouldn ’ t have to ask for this ; we should anticipate this to create an effortless experience for our guests .
When it comes to employees , do your team members have the foresight to recognize that Sally , your office manager , who just received three phone calls at once and has a FedEx employee waiting for a package to be signed for , needs help ? Without her having to ask ?
Team members with foresight not only earn higher customer loyalty by delivering a better experience but they create comradery with their peers . If this comradery is created they are more likely
1 . SERVICE ENDURANCE
With service endurance employees can deliver the same amazing customer service to the 100th customer of the day as they did to the first .
We should all have empathy for what our frontline team members go through . Speaking to customers all day can be exhausting , regardless of how great your team member might be ; we should find ways to help them break through even when it ’ s been a long day .
When I was a call center agent in my early 20s I would take 100 calls a day and even though I was good , there were times when I didn ’ t want to take another call . I would combat exhaustion by :
• Having a stress ball at my desk that I would squeeze during tough times because it helps to release a bit of stress .
• I would post a motivational quote
“ WITH SERVICE ENDURANCE EMPLOYEES CAN DELIVER THE SAME AMAZING CUSTOMER SERVICE TO THE 100TH CUSTOMER OF THE DAY AS THEY DID TO THE FIRST .”
must have is foresight . This skill is vital because you want to ensure that your employees have the foresight to anticipate customers ’ needs and to assist their peers and colleagues when they are inundated with too many tasks .
At Baro , one of my restaurants , one of our core values is foresight . We want our team members to have the awareness to act on customer needs by offering suggestions before they are asked – this helps create an experience customers have never had before . In my business , an example of this could be a waitress recognizing that the family of four who has a toddler with them to work together to deliver a seamless customer experience which also increases customer loyalty . 3 . EMPATHY The third customer service skill was first introduced to me when I worked at 1-800-GOT-JUNK ?’ s corporate office . Their core values are Passion , Integrity , Professionalism and Empathy , or PIPE for short .
Do your team members show genuine empathy for your customers ? If your customer happens to mention that there was a death in their family or
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