Page 13 - CSA Speaker Bulletin December 2017 | CSA Celebrity Speakers
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How do you think Customer service skills should be Transforming young people’s
companies should approach regularly monitored and assessed, lives – on arrival these young
improving customer with some sort of training scheme people are often without any
service to achieve excellent implemented within the company experience or knowledge in
customer experiences in – this is imperative. In this way customer service, sometimes
their business? What do you customer service skills will be less from difficult backgrounds and of
think are the necessary first likely to slip or be lost; instead different nationalities. However
steps? they can be continually refreshed day-by-day I make it my aim to
and enhanced. Such a scheme nurture them. After several weeks
A:Firstly, it will depend on can lead to personal rewards for or months, I am able to see them
the type and size of the staff and ultimately both client and flourish and begin to understand
company. In small set- company will benefit. and acknowledge the needs of
ups it’s easier to identify where the customers. They seemingly
customer service may be lacking. You have been immersed start to get pleasure from pleasing
In a larger company, you would in customer service and in their own way they are
need to examine and assess areas throughout your life, is rewarded by that. Their confidence
or departments, where customer there anything you would and personalities strengthen. This
service might be lacking – it could do differently and can transformation is very much a
be where face-to-face service is you give some examples continual highlight of my work.
taking place, over the telephone or of highlights during your
via email. career? Another highlight of my career
was in 1994 when I accompanied
It might be an idea to carry out A:From the age that I Mr Roux to Russia, whereupon
customer surveys on a regular am now, when I look we were invited to organise two
basis to find out where customer back and see that on formal events in the Kremlin for
service is under-performing or occasions I’ve been too nice and Mr Boris Yeltsin – an unforgettable
indeed to have staff assessed generous that people have taken opportunity and experience.
regularly by a management team. advantage of this and treated me
like a doormat – this is something Furthermore, it has been the
To improve customer service I’d do differently. greatest honour and pleasure
the management teams from all to be of service for all of the
departments should be trained in Royal Family, in their own
the importance of delivering good private grounds, as well as at
service, which should be filtered The Waterside on many, many
down through the ranks. occasions.
As customer service is such One of my greatest highlights was
a personal subject and has in 2011 when I learned that I had
its foundations in human been awarded the honour of being
relationships, the only way to knighted by the Italian President
convey convincingly how customer – Cavaliere dell’Ordine ‘Al merito
service should be performed is to della Repubblica Italiana’ (the
bring an expert in to share their equivalent of a knighthood in the
expertise and experience. UK).
The team should be taught to get
pleasure from pleasing people.
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