29 C
New Delhi
Monday, August 10, 2020



Localism will initially be the key, and there is no quick fix to this crisis: Mohit Gupta

Hospitality sector that was once thriving on the international and domestic market in pre-COVID times is now left struggling to lower...

“The Nature of a Disruptive Startup Is To Always Find Where The Opportunity Lies In The Midst Of A Crisis”: Doron Nadivi.

As ‘Pruvo’, begins offering its services for travel agents / OTA’s in Indian market amid COVID Crisis, Travel Newsy Interviews Mr....

Travel Newsy Interviews: Mr. Rahul Jagiasi, General Manager, The Fern Hotel, Jaipur

As the Indian hospitality industry prepares to open the gates for business with the easing of restrictions, Travel Newsy Spoke to...

Do We Really Need The Tourism Ministry?

For Tourism in India and for all its stakeholders, COVID-19 has played havoc and placed all in a state of quandary,...
Shep Hyken
Shep Hykenhttps://hyken.com/
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.

Many companies have a great focus on providing an excellent or, as I like to call it, amazing customer service experience.

They do customer service training during the onboarding process. Once every year or so, they have some type of refresher. Good for them, but there’s more to it than just that and it’s easier than you think.

Communication is a big part of keeping the “magic” going, and to do that you must consider ongoing training. By ongoing training—and this is important—I’m not referring to pulling everyone away from their normal responsibilities for a half-day or full-day (or more) once a month or once a quarter—although some companies do that. (Applause for those that do!) However, the key to sustaining this type of training can be as simple as constant reminders and reinforcement. That could mean a few minutes each week.

Customer service training doesn’t have to be so formal. Consider a restaurant that has a short meeting with its staff just before the doors open. The manager can talk about what they noticed the night before—both good and bad. Just sharing those examples can get employees into the right mindset. If any accolades were passed on to the manager, those can be shared with the team. It takes just five or ten minutes. That doesn’t seem like much time, but don’t diminish the power of a few minutes. The repetition of the message—which can be as simple as customer service is important—is the key to sustain the power of their initial training.

For many businesses, a weekly reminder similar to the example of the restaurant’s daily five- or ten-minute meeting is optimal. It doesn’t need to be its own meeting. Make it part of a larger weekly meeting. Many of my clients talk about their weekly “huddles,” which means the departments and teams are already meeting on a regular basis.

I bring all this up because in times of crisis, such as the coronavirus pandemic, the need to deliver that great service experience becomes even more crucial. Customers of all types of businesses, B2C and B2B, are frustrated, have less patience, are angry and even scared. If you’re open for business, it should be as close to business-as-usual as it can be. That means delivering the customer service experience your customers expect.

By the way, our employees may exhibit that same frustration, lack of patience, anger, and fear. That’s why it’s important to either train or sustain the right behaviors. Now, more than ever, we must remind our people of the importance of delivering the right customer service experience. Again, this isn’t formal training, but simply consistent reminders that keep the idea of delivering good customer service front-of-mind for everybody. If you are looking for topics to discuss in your meetings, look through past Shepard Letter articles or watch some of my weekly videos.

I hope that when you’re reading this, the coronavirus crisis is diminishing or, even better, a distant memory. Either way, I wish you and your employees good health and a continued focus on delivering an amazing customer service experience.

- Advertisement -

More articles

Leave a Reply

Latest article

Delhi Airport Develops Portal For All International Travellers

Delhi International Airport Limited (DIAL), a GMR Group-led consortium, today announced that it has developed a first-of-its-kind portal where India-bound international...

Emirates Skywards Introduces Over 1,500 New Ways To Earn Miles

●Members worldwide can now earn Emirates Skywards Miles in more  than a thousand ways while shopping at popular UK and US brands  online including Apple, Samsung, Nike, Bose, Ray Ban, Hugo Boss, etc.  ●Visit skywardsmilesmall.com and watch your Miles accumulate with  every online purchase made INDIA – Emirates Skywards, the award-winning loyalty programme...

“A La Carte Holidays” By SOTC & Thomas cook

A menu of options to Create Your Holiday, Your Way! 2 simple steps to an exciting holiday: choose...

Electronic Monitoring Devices Mandatory For Travellers Entering Singapore

Singapore: Starting from 11th August, travellers entering Singapore will need to wear an electronic monitoring device to ensure that they comply...

Skyscanner Introduces New Airline Cleanliness & Hygiene Ratings

- Skyscanner launches new directly sourced airline confidence rating / criteria - First-of-its-kind initiative for a travel provider created...

Subscribe To Our Newsletter

Join our mailing list to receive the latest news and updates from our team.

You have Successfully Subscribed!