In the world of customer service, we cannot afford to be ignorant to the mistakes that cost us business. One seemingly innocent mistake can affect our bottom line in drastic ways. This is especially true if it is a mistake that is being repeated by our workers over and over. Usually, this is the case. If we have one worker making one mistake over and over again, it can cause irreparable damage over the long term if not corrected. Fortunately, with some due diligence, we can overcome the vast majority of customer service mistakes by simply paying attention and training our workers. Here are five of the most common mistakes made in customer service that we should look out for.
The Top Five Mistakes in Customer Service
How to Handle Gossip and Co-Workers
Gossip is as much a part of the workplace as pretty much anything. For decades managers have worked to find a way of eliminating it and yet it persists. Gossiping is something that is nearly impossible to eliminate anywhere, much less in a place where people share space every single day. Given this, it is helpful to know how to deal with gossip effectively, and continue to do your job. Here are some tips for handling gossip at the workplace:
Picking the Right Training Manager
The position of training manager within any company is perhaps the most vital position that we have. This is the person that will be taking our lessons, skills, plans and vision for the company and conveying it to the various levels of workers within the company. Picking the right training manager can be the most important decision we make as a manager or owner. Given this, we must take the time to consider what makes a great training manager before we make our decision. Here are some top qualities and things to look for in our training manager candidates:
Common Mistakes of New Business Owners
A large percentage of businesses are known to fail within the first two years. This knowledge can be very nerve wracking for someone who is thinking about becoming a new small business owner. It is important to keep in mind that the right amount of planning for your business can help prevent it from being unsuccessfully. While a business can fail for a number of different reasons, there are a few common mistakes that many new business owners make. Here are some of the common errors that many new business owners make, and how to prevent them from being a problem for you.
Do You Need Bilingual Employees?
The main factor that should be taken into consideration is how employees will deal with customers that speak a foreign language. When employees deal with customers on a regular basis, it is likely that they are going to come across one that speaks another language. Whether you are selling fast food, cell phones or insurance, it is important for customers to know what they are purchasing. If there is not someone who is fluent in their language to assist them, it can be difficult. Also keep in mind that it is very beneficial for receptionists to be bilingual so that they are able to communicate more effectively with a larger range of people on the phone.
Getting Great Work Out Of Lazy Workers
We all have worked with someone at one time or another that loves to take the slow route to everything. Sometimes it is due to laziness, and sometimes it is just a goof off mentality. Regardless of why a worker might be slow to get work done, what matters is how to get production from them. There are some tried and true management methods to getting great work out of these slow pokes, and increase production in your workplace.
How To Keep Your Cool With Difficult Customers
In business management, it is inevitable that you will occasionally deal with difficult customers. These customers might be demanding, hateful, and downright evil in their demeanor. This presents quite the challenge for a business, as they have to find a way to not only put up with these folks, but to keep them as customers. Even difficult customers are valuable, and in today’s economy we can not afford to be picky about personalities of paying customers. With that said, how do we deal with these customers in an efficient way? That is the focus of this article.
Turning Refunds Into Business Profits
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There is a little known business principle that is out there in the retail world. Not many businesses know about it, and fewer still who know how to implement it correctly. For those that do, they enjoy higher profits and repeat business from paying customers. Those that do not, suffer through smaller profits and having their names run through the mud on every Internet channel the customer can find. This business principle is rather simple… Returns are the lifeblood of any retail establishment, and are the best opportunity you get for a good impression. When a customer returns something from your store, you have a one time shot to make a customer for life, or lose one forever.
How To Manage Employees With Class Not Brass
Managing employees is a full time job and even the most patient managers lose their cool. Still, the percentage of managers that have success with all that bluster is rather low. With the world today, you have to be able to give and get respect without the “my way or the highway” attitude. These days you can find yourself on the wrong side of a lawsuit for less than that. So how do you adjust to this management nightmare? Here are some tips on how to manage your employees with class:
Five Qualities Every Top Manager Must Have
Being a top manager is not an easy job. Top managers are constantly called upon to set the example, and to drive their employees to similar greatness. If you want to be a top manager, you have to be able to reproduce your own results. There are a number of outstanding qualities that all top managers seem to share, but there are five that all top managers have without exception.
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