While all employees represent your brand, they do not all do so in the same way or to the same degree. Those on the front lines will deal directly with customers day in and day out. Whether we’re talking about account representatives that need to sell to their contacts and meet expectations, sales teams on the shop floor, or customer service specialists providing care and solutions after the sale, customer service training should be flexible and customized.
Someone who interacts directly with customers, whether that’s over the phone, by text chat, or face-to-face, will require very different training than someone working in the warehouse who may never come face-to-face with a customer. However, that warehouse employee does have a major impact on the customer experience simply because of their job. What if they pack a box incorrectly and the product arrives damaged? That immediately creates a negative experience that could have been avoided simply by being a bit more careful in packing the box.
They understand the need to take their time and pack items with care, wrapping purchases in bubble wrap or swaddling them with padding to protect them during transit. They take ownership of the experience that customers will have when they open the box to find (to their delight) the well-protected products they just purchased.
In the end, customer service is everyone’s responsibility. It falls as much on the CEO and the warehouse team as it does on your customer service specialists. Focus on ways to help deliver customized, flexible training that speaks directly to each employee’s impact on the customer experience and you may be surprised at the difference it can make. (eLeap Editorial Team, 2021).
The main takeaway from this article is customer service doesn’t only come from customer service employees. Essentially every employee within a company provides customer service in some way, shape, or form. This article helps push the idea that customer service isn’t just a department or website where customers go to fix their issues, but an effort made by employees and companies to give their customer as positive of an experience as possible. Looking at the back of house employees and how the work they do also counts as customer service is a unique perspective to consider when researching customer service. The example of packaging products properly with care is a great example for showing that many of the things contribute in providing a positive experience for the customer happens behind the scenes by an employee that will never actually interact with them. Taking into account the perspective of all employees and not just those who interact with the customer is definitely something to continue to look into.
References.
eLeaP Editorial Team. (2021, April 5). Customer service training for non-service employees: A guide for employers. eLeaP. https://www.eleapsoftware.com/customer-service-training-for-non-service-employees-a-guide-for-employers/
