Training staff is an ongoing process, whether it is on a new piece of equipment, or a new policy, it’s vital to your business operations. Your staff needs to understands how’s and why’s of the training.
One area that is often passed over in training, but has a direct impact on the bottom line, is customer service. Do your employees know what good customer service is and why it’s important? As a business owner you spend money on marketing and advertising to bring in customers. You’re also competing with like businesses for the same group of customers.
So once you bring them in, don’t let poor customer service send them away.
Customer service is also important in keeping good employees. Dealing with unhappy customers is difficult, and employees who continually deal with unhappy customers may seek employment elsewhere.
Customer service doesn’t just apply to restaurant folks, all businesses should have policies that address all aspects of customer service: how to answer the phone, response to email and website comments, what to do if the check-out line is too long and how to deal with irate customers. Customer service is about attitude and as the owner or manager, it’s your job not only to train your employees, but use the attitude with your employees that you want used with customers. Ask your staff to keep you informed of common complaints and compliments. Respond quickly to complaints. Consider rewarding staffers for exceptional level of service to encourage compliance and above-and-beyond service.
Bibb County Extension’s Hometown Hospitality Training is available for staff and managers to learn more about customer service and why it’s so important for business. Join us Tuesday, March 1, 1:30-3:00 pm at the Bibb County Commission Offices at 157 SW Davidson Drive, Centreville. To register call Bibb Extension at 205-926-4310.
