Guest Author - Dianne Walker
One major international payroll company often hires applicants with little to no payroll experience. Why? With an army of top notch trainers, the organization can teach you everything you need to know about processing payroll, calculating checks, preparing employer tax returns and even researching and addressing penalty issues with the IRS. One skill that can not be taught according to this company, however, is customer service. An applicant either has “it” of they don’t. Customer service is a skill that many employers look for but is difficult to find. This is true of many employers in any industry which relies heavily on providing exceptional customer service to their clients.
The concept that customer service is an “unteachable” natural based skill is the concept Renee Evenson, author, attempts to rectify in her book – Customer Service Management Training 101 – Quick and Easy Techniques That Get Great Results. Why is a book like this important? For the simple reason employers are unable to wait for the triple threat employee who has it all – top notch skills, an unquestionable work ethic and top notch customer service philosophy. Positions need to be filled with knowledgeable employees. Exceptional customer service skills are a must and therefore must somehow be taught.
Customer Service Management Training 101 is based on the concept that before you can lead others in the providing outstanding customer service, you must first know and manage yourself. With this concept in mind, the first section of the book is devoted to the reader getting to know themselves and their management style. What type of leader are you? Are you autocratic or passive? Do you know your strengths and weaknesses? Understanding your management style is the key first step in successfully improving the customer service climate of the organization.
After you have delved into understanding yourself, the book then discusses leading others. Evenson discusses not only communication and team building as important components to improving customer service, but also dealing with challenging situations. If the organization has hired for skills other then customer service, it is inevitable poor performance will surface and need to be dealt with. Customer Service Management Training 101 discusses both the right and wrong way to handle these types of situations and hopefully turn the performance around.
Customer Service Management Training 101 is especially useful in that it provides activities in the form of practice lessons and planners so the reader can apply the lessons taught in the book. Evenson also provides checklists on the steps to take in handling various situations.
So why a book on customer service for management? Simply put, customer service is the backbone of any organization. Without satisfied customers business will cease to exist and doors will close. Managers need to know how to deal with and teach customer service to their employees in order to be successful. Customer Service Management Training 101 provides the insight and practical experience necessary for managers to reach their bottom lines.
In accordance with FCC regulations, this book was provided free of charge for review by the publisher – AMACON books