| To succeed in any type of business it is important | | | | requirements. |
| to provide good customer service. A business | | | | However, it can be difficult for many employees |
| may have been operating for many years and | | | | to be calm and professional when put under |
| built up a first-rate reputation with the buying | | | | pressure such as handling a complaint from a |
| public but without providing the required service it | | | | difficult customer. It is therefore important to |
| would struggle in an aggressive marketplace. | | | | ensure employees who have been placed in a |
| To maintain market share these days in a | | | | position where this situation could happen are |
| competitive market, business owners are finding | | | | properly equipped with the appropriate customer |
| that it is vital to have well trained competent | | | | service skills to deal with abusive demanding |
| staff who have the necessary experience to | | | | customer's. A good strategy that some |
| provide their customers with exceptional service. | | | | businesses use is to organize a role play scenario |
| The following information outlines how customer | | | | during a staff meeting so staff can be trained in |
| service skills can be effectively utilized and put | | | | the art of dealing with difficult customers and |
| into practice in any business - | | | | situations. |
| Conduct regular staff meetings with key staff to | | | | It is important for shop assistants and particularly |
| discuss experiences and examples of good | | | | those employees who are at front counter |
| service as this will help to identify any | | | | positions to always project a friendly helpful image |
| short-comings in your own business. Provide | | | | by welcoming the customer with a simple "hi" or |
| weekly incentives for successful employees by | | | | good morning. |
| rewarding them with a $20 gift voucher or other | | | | Dealing with a customer's enquiry should always |
| small incentive. | | | | be undertaken confidently and promptly. By |
| Employees who are required to interact with | | | | listening carefully to what the customer is saying |
| customers need to be effectively trained and | | | | and using effective skills learned through training |
| mentored in order for them to have a good | | | | techniques the customer will be left with a good |
| understanding of the business and so they can be | | | | impression and a happy experience dealing with |
| in a position to effectively attend to a customer's | | | | your business. |