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Put Customers First
The customer's place in today's business has never been more secure. They have a virtual
seat at every boardroom table and management team retreat. Our "Put Customers
First" business simulation is designed to help customer service representatives
manage the customer experience. It is about the personal responsibility of customer
service representatives and the actions they should take each time they interact with a
customer.
Overview
People in organizations from
retail to government agencies are all talking about, and trying to consider the customer.
Why? According to Whiteley (1991), customer service is often the key competitive
difference between the successful organization and the unsuccessful one. In an era of
fierce competition, where products and services look increasingly alike, and are copied at
a dizzying speed, customer service becomes the distinguishing factor.
The organizations that succeed
today are those that have developed the capacity to truly know what customers want. In
this demanding environment, the role of the customer service representative takes on
increasing significance. It is those employees who interact day after day with customers
who are the organization in the customers' eyes. They form the vital link to the customer,
becoming a means by which the organization can build lasting customer relationships.
Development
As the prominence of customer
service in organizations has increased, so has the need for customer service training. Our
own customers were telling us that they had a need for more customer service training
tools. But the time and depth of the training varied greatly. Sometimes customer service
training occurred over two days, sometimes at a one-day seminar, and sometimes in an hour
stolen from the middle of the day. What trainers needed was the flexibility of a learning
tool that could be administered under a variety of circumstances.
We developed Put Customers
First with these needs in mind. This simulation is quick, and easy to use and understand.
We made the conscious decision to target actions that could be taken by any customer
service person, regardless of their level in the organization. The tool deals specifically
with one-on-one customer service interaction. This type of interaction is the crux of a
customer service representative's job.
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