Coaching employee customer service is one of the most important parts of being a manager. Customer service is at the top of the list when it comes to running a business. Coaching your employees in this area will mean the difference between a thriving, vibrant business and a failing one. Regardless of who your employees are, they can be coached to be excellent customer service representatives. Here are some tips on how to coach your employees and get them ready for the retail wars.
The first and most important rule in coaching employee customer service is to walk the walk. You have to be the example from top to bottom, and you can not afford to make mistakes in customer service. This means that you have to do everything that you require of your employees, and then some. This high level of service will set the bar for your employees, and their coaching will be ineffective without it. Make certain that you are the example, and your employees will naturally want to aspire to your expertise.
Next, you have to coach your employees in a hands on manner. The best way to do this is to role play. Role playing has been successful in many different types of business, and it forces your employees to face situations that are tough. This also allows you to observe up close how they deal with your customers, and make corrections on the spot. Role playing can be done with two employees, or with one on one coaching and observation. Either way, you want to give the employee the toughest possible situations they will encounter, as well as the day to day situations that they must master.
Another key to coaching employee customer service is to observe as a fly on the wall. You will want to watch your employees when they do not know you are around as well as up close. Many employees will take short cuts and perform differently when they think you are not around. Many companies send in secret shoppers to help in this area, but a well placed camera with audio can perform just as well. Do not be afraid to challenge the employees when you observe poor customer service skills.
Make certain that your employees know when to escalate to a manager or supervisor when you are coaching employee customer service. There are some situations that are not designed for employees to handle, and they should know how to recognize them easily. Make certain they not only know when to go to a manager, but how to do so without upsetting the customer.
Coaching employee customer service is really just about making sure they do what you do. If you are able to show them first hand, that is even better. Spend some time on the floor with your employees and handle a few customers yourself to show what is expected. Your employees will be good to go in no time.
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