Customer Service Training for Staff:
Are You Answering WIIFM?
By Chris Waugh

Most employers realize the importance of providing good customer service. So, they send their people to seminars like mine to train them in customer service skills. Some employees are not happy to be there. “My boss made me come” seems to be their attitude. They sit way in the back with their arms crossed.

I begin with a discussion of the benefits of having good customer service skills. I hear comments like “it makes my day more fun and satisfying” or “I’ll get to keep my job” or “it feels good to serve the customer well.” I also get answers from the back of the room like, “the organization will prosper, but I’ll never see any of it!”

I am amazed at the number of people who don’t know the answer to the question: What’s In It For Me? Employees need to know why having customer service skills, and using them, is good for them. And I mean good for them directly, not just that ‘trickle down’ effect.

Once they understand the WIIFM answer, they are leaning forward, participating in the workshop, and eager to learn how to build rapport, communicate well, and sell with confidence and professionalism.

Marketing people will tell you that they always answer the WIIFM question to persuade customers to buy. As supervisors and managers, you can use this simple idea to motivate your employees to want to serve your customers well. And that is good for business.

Chris Waugh owns reNvision, Inc., and works with business professionals who want to learn to succeed on the fly. The author of several books, including 'Flying by the Seat of Your Pants,' she blends years of business management experience with her hang glider's perspective on change. Visit www.reNvision.com to find out more.

Rights to reprint and reproduce the above article are granted as long as the reprint includes the full last paragraph and tagline complete with website information. We would appreciate an electronic copy or tear sheet.

Let's get you off to a flying start! Click here to Email Chris and explain your situation, needs, and aspirations. Your information is confidential. No salesman will ever call.

© 2008 by reNvision, Inc.

---

reNvision, Inc.
Toll-Free Number: (877) 340-8483
Direct Telephone Number: (541) 270-0399
Email: chriswaugh@reNvision.com
Mailing Address: 2226 North Coast Hwy #3
Newport, OR 97365, USA

Site hosted by Newport Internet.