It should be noted that in Russian companies a standardized document that contains requirements for various aspects of customer service, capable of helping to train new employees, ensure regular monitoring, evaluate the daily work of personnel and provide feedback is still a rarity. Below we will consider an example of creating a checklist for assessing the quality of service in the following areas:
Negotiations with the client on the phone (how quickly the employee picked up the phone when the call came in, how well he followed the rules of etiquette, i.e. addressing the person by name, introducing himself, providing initial information, arranging a meeting, reminding the client of the date of the visit, test drive, etc.).
Parameters of the external environment (in this case, we are talking, for example, about the condition of the car dealership building, entrance area, parking, advertising navigation, etc.).
Parameters of the internal amazon database environment (this includes ease of navigation, order in the premises, visual communication, presentation of information about additional services and marketing promotions, organization of functional zones, toilets, their condition and equipment, compliance with corporate merchandising rules, etc.).
Parameters of the organizational environment (we are talking about knowledge of the product, the appearance of employees, their professionalism and competence in the process of interacting with clients, as well as mastery of sales techniques).
The results of the corporate standard implementation, which were obtained in the process of monitoring the quality of service, are used for:
Ensuring the relationship between the level of remuneration and the quality of customer service.
Evaluation of the effectiveness of the employee selection system.
Determining the quality of employee training programs and their adjustments.
Performance evaluations of senior managers (store managers).
Download a useful document on the topic:
Checklist: How to Achieve Your Goals in Negotiations with Clients
10 manager qualities that will help improve customer service standards
Acting
In the work of every service specialist there are such clients who do not care how perfect the company's service is, they just want to complain, for example, about a bad day, they just like to do it.
It is not always possible to control such situations, but over time they become part of the routine process. In order to remain positive and not get irritated, and keep a straight face even in the most unusual and difficult moments, a specialist must have basic acting skills.
Time management
Although the manager should try to solve the customer's problem with patience, reasonable time limits must be observed. The consumer must get what he wants in an effective way - this is the main task.
Therefore, employees must have time management skills, according to which it is not worth wasting time on doing everything possible for the client in a situation in which you have little understanding; it is better to entrust the solution of the task to another specialist, switching the interlocutor to him.
Ability to read mood
Despite the fact that the employee most often does not meet the client face to face and does not have the opportunity to hear his voice, he must have knowledge of the basic principles of behavioral psychology and be able to determine what emotional state a person is in. Clues about the characteristics of the character, mood and individuality can be found in the speech of the interlocutor, his be