Customer Service Training Brisbane
One of the most powerful forces in business is customer service. The quality of a customer's experience can make or break a business. Customer Service Brisbane is about is ensuring that the customer has a good experience and return business. It is an ongoing process that takes time to develop and implement but it is absolutely crucial to success. Below are some tips to ensure your customer service training is leading the way:
Your staff are not out there to be customer service reps, they are there to do their job. "A great customer service result is customer satisfaction, followed by strong word-of-mouth advertising, and customer referrals, which increase your profitability." This is from James Bracken's latest book" McKinsey On Consumer Service" published last year.
The key issues discussed in this book include: customer service as a profession, customer service as a branding & marketing strategy, Brisbane's retail offerings and its competitors, customer service & innovation in manufacturing, five days ago and last week's blog entry. These are just a few of the topics covered in this comprehensive study on customer service and Brisbane. You will leave this book with many excellent ideas on how to improve customer service Brisbane.
There was a suggestion that the "minimum standard of customer service" should be re-evaluated after two days. This sounds reasonable, because after all 2 days is the amount of time it usually takes for a call to be returned, usually via email. According to Bracken the minimum standard "should be regarded as an introductory benchmark" and "that benchmark needs to change". That's quite right, after two days if the service you are providing is no better than your next door neighbor or the person who called the other person back from the other side of the world, then why are you still in employment?
Let me put it another way. The "minimum standard of customer service" doesn't mean anything today. It used to be very common decades ago, but the public did not perceive it as such then. Now two days after calling someone at their job and they were polite, thank you, I will return the call. Two days later and my call has been returned to me on the same day, with an explanation that it could have been a busy week at work and they could not get through to me as quickly as they had anticipated.
Let me give you another example. Last week I was at Starbucks reading a book when I was contacted by a customer who was upset that the barista did not "hand them the cup they asked for" and they left the coffee shop. Well at least that is what happened in my own social circle of friends, but it gives the idea of customer service training Brisbane City Manager Peter Wright's vision for a "tale to remember" for all baristas. He wants all the workers to receive some kind of customer service training. If a barista does not know how to deal with a customer at all, or if a customer is just being rude and surly, then the business will suffer. Baristas in the fast food industry in Brisbane are really only human and it does not take much training to be able to handle a few rude customers, but when you mix that with the amount of training needed for a junior level position like that of a barista, you have a recipe for disaster.
On the other hand, if you go to an area like the Sunshine Coast where there is no student housing, no traffic, very little development and everything is very laid back and relaxing, you get the kind of relaxed, fun, creative and friendly atmosphere that is needed in customer service jobs in Brisbane. Of course the Sunshine Coast is not all about sunshine and surf, it has some very cool, unique places. I recently completed my two-year apprenticeship under the wing of a senior barista in a place called Noosa Heads. This area of south-east Queensland is unlike anything else in the world, and it has a lot going on - both in terms of cultural and recreational areas.
One summer weekend I worked as a guest laborer on a private holiday property of a local entrepreneur, while another weekend I was out again, this time in a confidential attached to the beachside resort of The Lodge at Noosa Heads. There were three other jobomas to choose from (one each day), so there was never any time to be bored. The other advantage to this was that the owner of the resort, Grant Hall had installed internet broadband internet, so we were able to quickly and easily make connections with each other through our laptops. Now I work full-time in Brisbane, and my other job as a senior barista in the Sunshine Coast has also given me the opportunity to travel to New Zealand and continue my education there, which pleases the boss (me).
