HOW CAN COFFEE HELP YOUR BUSINESS DELIVER TOP NOTCH CUSTOMER SERVICE?

Every morning without fail I make a cup of coffee as soon as I get out of bed. It’s my morning fix and even though I have tried to replace it with Rooibos Tea and Lemon Water, coffee helps to get my day started in the exact way I need it to.

How can the simple routine of a morning cup of coffee help your business deliver effective customer service? I call it the S.M.I.L.E Train and will be sharing a few tips on how to implement it in your business. Regardless of the industry your business is in, a checklist needs to be completed every morning to help get the day started. Trust me, it works, so encourage your Management and Staff to get involved!

– INSPECTION POINTS ( These may vary depending on the layout of your office/store/ working environment)
Entrance – Is it clean, clear of obstructions and inviting?
Windows – Are they clean and open?
Aircon / Heater – Are they set at an appropriate temperature?
Aisles – Are they clean, clear of obstructions and neatly packed?
Till Points – Are they tidy, card machines in place, promotional advertizing displayed neatly?
Desks – Are they clean, diary refelcting the correct date, stationery easily accessible, notepad open and ready for messages?
Telephones – Check that they are working BEFORE you receive a complaint that they are not.

– STAFF
Personal Grooming.
Correct uniform.
SMILES!

– MANAGEMENT
Check for any stock shortages or predicted price changes and inform staff accordingly.
Ensure all routes for deliveries or cold calls are planned correctly so as to avoid poor time management or fuel wastage.

– SOCIAL NETWORKING
Respond to all queries that may have come through during the night.
Schedule tweets, statuses and blog posts for the day in advance just incase you forget to post during the work day.

Most importantly, make sure the coffee machine or kettle is working!

To receive more information on S.M.I.L.E Training please contact us via our Contact Page or email us via portelizabethhorizon

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BACK TO BASICS

How far back does Customer Service training go, or supposed to go?
Do you remember the first time you went to a bank to open an account on your own, or your first paperwork application form fill out? As daunting as the big bright world seemed then, it was exciting to feel independent, yet terrifying at the same time as immaturity set in.
Now imagine a bank that had a “First Timer” department, or perhaps a Doctors Office providing a “First Time Young Patient” application form, the accounts departments staff would be a lot happier don’t you think?
Matriculants are taught in their final year to start planning for their future, they are taught to think about furthering their studies or to start casual employment to gain experience, yet no one sets out to teach them how to open a bank account, or how to write a CV correctly. Our education system does not allow for them to be taught the basic rules of an interview process, yet we expect them to become stellar waitron staff and offer superb Customer Service at our Local Spur. How??
We teach our young children to be polite, to say thank you and please, to be respectful and have well kept manners at all times. Sounds alot like Customer Service to me???? Yet once they are thrown into the big world at the age of 18 we leave them to fend for themselves whilst expecting them to actively represent restaurants/coffee shops/hotels as “cheap” labour due to their lack of experience.
Business owners then become impatient due to the amount of Customer complaints and fire these youngsters. Great, another person added to my personal Tax contribution. So how can we change this?  Simple :
–  During an interview process with an 18 -20 year old, actively discuss your Company’s Customer Service Standards and Policies, explain in detail why Customer Service is important to you and allow them to ask any question.
–  Once you have hired an 18-20 year old allow them to attend a new employee orientation meeting – talk about the Company history, assign them to a “training/shadow” partner, and communicate to them who your heroes are. End your meeting with a discussion on what NOT to do i.e Lateness, abuse of Company Telephone etc.
This will be the 1st of many steps in successfully training them within Customer Service and will set the tone for their future dealings with customers and colleagues alike.
Contact our team today via portelizabethhorizon@gmail.com to receive further Customer Service related tips and hints.