Customer oriented jobs usually seeks the need for a customer care service and now a days in all field of works there is an opening for the position of customer care service. And this is the reason for the increase demand of customer care service and customer care coaching.
Since customer care is a work with a passion and enthusiasm oriented, the coach is to be of a person who really having such qualities, as his presence itself can be a motivation to the trainees. It is to be provided with weekly education, motivation and inspiration
Coaching should be given in the areas of “customer service, customer focused culture, increased customer satisfaction and loyalty, customer and employee happiness, call center training, communication training etc
THINGS TO BE KEPT IN MIND
At the very beginning of the course itself the trainees should be cleared about the importance of a “customer” inside and outside the organizations. The coach can do this duty successfully by explaining the fact that it is the customers who is generating a business. If the customers are not satisfied with the dealers, the customers would not come back to them, which would affect the business.
Hence the cornerstone of a strong, succeeding business is its customer and this can be retained through keeping the customers happy. This can be possible by customer care service. With the help of a professional coach in the field of customer care, would help you in developing this quality. In order to make the customer happy the service provided to them should be pleasing and loyal. This will create a feeling of coming back to you for further business.
A good customer management relationship should be made in order to ensure the customer satisfaction. For this the management should constantly deliver a high level of customer service, which always meets the expectations of the customer. A good and standard form of communication plays a vital role in this part. Being pleasing and patient with the customer, providing them with the sufficient information regarding their doubts and needs, will help you in maintaining the customer’s interest and believes in you and in your services.
Training to the candidate for controlling their emotions is the next thing a coach should do. This is because the customers are of different characters and different needs. They may even lose their control when they feel they are lacking customer care service, even though you provide it with them in a good manner. At this point it is the duty of a dealer to come down to the level of the customer for providing sufficient guide for them in a satisfactory manner. This is because it is not easy to create new customers all the time. Therefore the dealers should keep in mind to retain the believes and likes of the old customers, which is an asset to the business. Keep in mind the truth that the customers are the investments of a sound running business.
More over the customers play a role of advertisement field. It is the habit of the human beings to explain about their experiences in any field of life. So as, if they receive a good and satisfactory response from you, then the rest can be left to them, which will definitely ensure more flow of customers for you business.
Dealers and the customers are the two sides of a coin. Therefore at the time of customer care coaching the coach should ensure them about the qualities a manager should processes.
Some of the qualities among that are:
– He should be fully active at the time of working and have a full engagement
– Understand the role of emotions in the working place
– Creating an apt environment for the workers and the customers
– Sharpen the skills in the workers and allow them to advance it
– Identify the obstacles and then try to eliminate it
– Involve the workers to share their ideas to eliminate the obstacles and thus ensure the customer satisfaction
– Always keep the customers the centre of the business and thus plan the actions
– Develop the loyalty with the customers for internal and external values and thus to create profits.
The coach should keep in mind that face-to-face communications are easier. But it is difficult to maintain the satisfaction of the customer through tele-communication. Hence vocal training should be given very importance, as the dealings with the customers is taken place through communication. While face to face communications, half of the communications are done with facial expressions. But through telecommunication only the sounds of the dealers and the customers are working out. Hence the sound modulation should be given very care. The way you talk determines the customer satisfactions. The customer should get a feel that you are always willing to help them, through your voice.