Every company says they have Customer Service, but few do. You can't expect to have good Customer Service unless your representatives have been trained...and that training must be combined with self esteem or the instruction has no foundation..
Customer Service Representative
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The success or failure of any company is largely dependent on the quality of its customer service. A Customer Service Representative is the critical point of contact for a customer because the representive is the company at that moment. A CSR can make or break a company depending on the quality of customer relations skills.
If the CSR does a poor job, the company gets a bad reputation. It doesn't matter if the company has thousands of locations or if there are only a few employees. When a customer calls a company, one person answers the phone and it is instantly that person who becomes the sole representative of that company.
Your own experiences tell you that for the majority of companies customer service has regretfully become a thing of the past. From the ad campaigns that we are exposed to, you would think that the majority of companies provide great customer service. They are always telling us so and patting themselves on the back for such a great job done. Yet the exception is the rule now.
Good customer service has become so rare that one is actually astonished when one encounters it. It is amazing to find someone who knows not only how to do their job, but provide customer service while doing so. Customer service means personalizing your job for that customer. It may seem that is going out of your way, but it isn't. Customer service is finding out exactly what a customer wants. Not maybe, not close, not kind of, but exactly what they want and then solving that problem as quickly and as graciously as possible.
Customer service is not just performing the job you were hired to do. It means doing it graciously, with full awareness of how you are responding to that customer. From the moment the phone is answered, each customer should feel that their problem is the most important thing on their listener's mind. The customer needs to know that he has been heard and understood, and that the service representative will do everything in his power to solve the customer's problem. A customer does not want to hear an insincere “sorry” coupled with “that's what your account says” when he looking for a solution to his problem. Worse, repeating those statements over and over will have customers hanging up and looking to move their business elsewhere.
A person with low self esteem can't think for themselves. They also don't think anything of themselves. So it would be a misconception to think that they are capable of treating anyone any better than they are capable of treating themselves. They can't. Raise that self esteem and you have someone that thinks, not only well of themselves, but also knows how important it is to treat others well.
A person of high self esteem is aware. This awareness enables them to respond to each customer with full attention, aware of their responsibility to themselves and to the company to provide support for that customer. A customer connecting with your company will feel that his problem was handled well, and that no matter what the outcome was, it was a positive experience promoting a positive attitude towards your company.
High Esteem Seminars teaches how to perform exemplary Customer Service. We believe that Customer Service is a skill that can and ought to be taught to anyone employed in this field. We believe that the basis of good customer service is each person's own self esteem.
Our aim is to raise each and every person's self esteem. A person with self respect thinks enough of themselves to treat themselves well and consequently has the corresponding awareness necessary, is more mentally and emotionally secure to treat their customers better and provide outstanding customer service.
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