Right Moments To Teach!
IT'S ALWAYS worth one's time and money when it comes to learning how to deal with customers. However, today's scenario is such that many companies don't actually train their employees and customer-care executives in this area. This can be dicey. If this is the state of affairs, there are only two things that can happen. Either you gain customers through sheer luck, or you lose them forever! Companies would definitely want none of these because customers gained through luck have all chances to just disappear into thin air the very next day, and lost customers - you know - never come back! Not that these companies don't know the fact that their customers are too precious to lose, but all that they do now is to feel helpless. You can't blame them... they have their own reasons:
Certain companies allocate a very small budget towards training in the beginning of a financial year and some have no budget at all. Cost cutting measures?
When employers downsize, it can tie those that remain to their seats, which means lot of work, and obviously no time for other things!
Companies, after recovering from a set back, conscientiously believe that their customers will never come back to them - so why bother organising training classes?
Moreover, companies are extremely cautious when it comes to investing in any kind of training programme. What they need is something in return for all that they do. When they know that the one they are targeting will actually not work for them, they back off totally from investing in it. But, what the companies don't realise is that training, formal or informal, is absolutely necessary for the employees to keep their good relation with the customer going. Agreed, under certain such circumstances, the employer will not be in a position to offer formal training programmes. But, a wise move like opting for simple, no-cost techniques could help them glide their way out of problems. And, "teachable moments" would prove to be the best bet!
These `teachable moments' are purely informal; and it neither demands any extra time from you, nor does it empty your pockets. Moreover, once implemented in the organisation it will always be an ongoing affair, and will not cease unless and until you choose to put an end to it. Absolutely no stress involved! All you have to do is just make use of opportunities that come your way on a daily basis involving your employees and customers. Here's how you do it:
Experience speaks: All of your employees, for sure, would have experiences as a customer. So, do, whenever you get the chance, ask them their experiences and their opinion towards a particular service provider. Ask them how attentive and friendly was the fellow behind he counter or was he cold and unresponsive. Or, would they have preferred a better approach? If so, what kind? And, also enquire about the product experience. Ask them if they found the company live up to their expectations. If not, tell them to list out the flaws in the management and the product. This way, your employees would definitely understand what is expected out of them when they take the place of a service provider. This will instil a sense of responsibility and also bring out a more radical approach towards customer care.
Complaint corner: Whenever you find employees grumbling about customer complaints, don't get defensive. Understand that your workers might also be stressed. Instead, just try to turn this into a favourable circumstance, and gently let them know that these complaints are actually valuable information to the company. Explain how these complaints point out the loopholes and the shortcomings in their service. This will help shift focus. Also, ask your employees to come out with solutions and make sure you review it before they implement it. This will also give you a chance to coach them.
Going tough: When you know that the assignments given to your employees are a little tougher than usual, do offer a helping hand. First, let them come out with their own ideas. Then, if you suspect problems in the near future with the project, offer them an alternate solution. Also, explain what is to be done when something goes wrong. This way, they get to learn a lot and would come back to you for further clarifications. Also, don't forget to praise them when they opt for tough assignments, as this will give them the necessary motivation and confidence in themselves.
Stress buster: Importantly, teach them how to manage stress. When you notice that your employees are stressed, talk them into getting off work for a while by taking tea breaks, reading a book and then get back to the task left incomplete. Doing so will help them relax and come back with fresh and newer ideas, and better approach towards work.
Even if you have formal training sessions for your employees, make sure you follow the informal method, like teachable moments, more frequently, as they come across as the most powerful tool in maintaining a positive office environment. The more you use it, the more you gain from it!
SRINARDHINI. J
srinardhani.hyd@cnkonline.com
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