Empowering Your Customer Service Staff

I imagine that everybody everywhere is familiar with the words "Knowledge is power" and understands the meaning of that concept, for knowing what, how when and why will empower the 'doer'. This applies to the delivery of excellent customer service. But to enable staff to achieve that excellence, knowledge must be supported by the correct skills and attitude.

If one statement could be applied to giving the best service in any area where dealing with people, sending them away satisfied, ensuring their loyalty and return, really matters, it has to be an old Native American proverb: "To know a man, walk one mile in his moccasins." So the basic premise of customer service is to ensure that staff always keep that idea in mind; how it feels to put yourself in another's shoes. It is by looking at every issue from that customer's perspective that staff become empowered. I believe there are just three important elements that bring about competence, empowerment and the best results for all stakeholders, from staff to managers, customers to conglomerates.

1. KNOWLEDGE: This could be simply how to operate the check-out till, the computer, the record system, the products, and the customer-employee-management rules, standards and structures. These can be learned before staff take up posts, or on the job with mentors, through hand-outs and posters etc. Learning by doing has its place here, and a person who feels confident in their knowledge of products and systems is empowered. This allows them to develop and use their customer-handling skills.

2. SKILLS: Most people have these basic abilities, but when highlighted, they become great tools in the job of good service. Listening, questioning, negotiating and resolving, these all come into play. A good listener will be aware of the right signals to show their interest, such as nodding, reflecting back, open body language and appropriate eye contact. These tell the customer the person is interested and focused on their needs. Open questions such as 'how', 'what', 'where' and 'when' allow the customer to clearly express their needs and give staff the opportunity to clarify and gather relevant information. Summarizing and reflecting back leads on to mutual understanding and so moves things towards resolution. For example, if somebody has purchased an item that has proved faulty and on returning it, they are angry or upset, then correct listening, questioning and

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