There is some fine customer service material out there: books, trainers, speakers, articles, videos – but I keep coming back to the two who I think are the kings in this field: T. Scott Gross & the late Peter Glen. It might be true that “there’s nothing new under the sun” in customer service. We need to master the basic principles, which change very little over time.
Interestingly, these two experts share some of the same core teachings – highlighted by their fabulous sense of humor:
* Retail is theater – it’s performance art. Some customers will take part in the “play,” some won’t. A wise employee figures out who can handle it & who can’t.
* Humor is golden – part of the “experience” customers want when shopping & buying. Kind of goes along with the smile, doesn’t it?
* A smile covers a multitude of sins, don’t you think? Those folks at Trader Joe’s LIKE working there.
* Recovery is a key: customers can handle your mistakes if you recover thoroughly & quickly.
* All things being equal, great customer service is your competitive advantage.
* As a customer, deal out your praise AND wrath at every opportunity – the store manager, if he’s any good, will appreciate it. I go out of my way to let store managers know when I’ve been blessed by an outstanding employee. I’ve also vented my wrath when appropriate.
* Study the best companies – they’ve already mastered the keys of customer service. Ask them questions, ask for advice, pick their brains.
*All customer service complaints should be handled (resolved) at the lowest possible level.
Some of their books (& a few from others) I’d highly recommend would be:
1) Why Service Stinks – T. Scott Gross
2) The Spirit to Serve – J.W. Marriott, Jr.
3) It’s Not My Department – Peter Glen
4) 10 Years of Peter Glen – Peter Glen
5) Secret Service – John Dijulius
6) Discovering the Soul of Service – Leonard Berry
And note that T. Scott Gross is a fabulous keynote speaker who has worked with some of the world’s best companies. You have to like a guy whose wife’s nickname is “buns.” Find him at http://www.tscottgross.com