“I am already changing my behaviour and interaction with clients and working with standards”
What is the gold standard? Has anyone really experienced it?
I often find that some businesses expect their staff to perform “gold standard” customer service, without the business owners or the staff really knowing what it is. Just ask your staff: “when is the last time you experienced “gold standard” customer service?” and watch as their faces paralyse in a blank stare.
Anyway, it might be a better idea to give your staff an idea of what the “gold standard” is before expecting them to achieve it. That’s what we do at our Delivering Customer Service Excellence course, as one participant remarked (and clearly, we could improve our courses to achieve our own gold standard):
I found the breakdown of the different type of phrases, how one would interact based on these, understanding how in depth standards could be developed, measured, and then implemented into our workplace was most useful to me. I am already changing my behaviour and interaction with clients and working with standards.
Most challenging was thinking about the emotions and behaviour, and thinking about exceptional ways to make customer service memorable. I feel that we managed to start thinking about standards but we did not have enough time to develop the standards and work on the evaluation.
The material presented could have been provided on paper. I would like to suggest maybe providing A4 size table/chart so everyone could work on and fill in. At one point we were asked to write/copy down information from the wall and asked to listen at the same time.
I have attended various customer care training in the past and I believe I know how to deliver good customer service, but this course stands out because I feel that this is suitable for those who already care about their relationship with their clients but would like to achieve excellence.
Most valuable for me was the fact that I have found ways to measure my own standards and goals, which are attainable in achieving the gold standard.
Rod is assertive and managed the time well. He is a good listener and articulate. He is helpful in explaining answers. He is also a good motivator.
Private Practice Manager, London