At the Small Business Summit on May 23, we brought Ann Arbor’s ZingTrain to Grand Rapids to lead a half-day workshop on customer service. ZingTrain offers award-winning training programs for businesses looking to change their culture and approach to customer service.
ZingTrain came to West Michigan to offer an opportunity for businesses and professionals to invest in themselves in the Art of Giving Great Service. Studies show that in the coming years, consumers and business partners will care more about customer service and relationships than they will about product specifics or cost.
“We are dedicated to ensuring our regions businesses are ready for the upcoming shift in the world of customer experience,” said Rick Baker, President & CEO of the Grand Rapids Area Chamber of Commerce. “The strategy and principles learned at the Small Business Summit will surely impact individual and business growth in our community.”
ZingTrain shared their 30-years of customer service secrets with attendees of the summit. The dynamic workshop left attendees feeling empowered and invigorated to change the culture around customer service within their organizations.
ZingTrain outlined the ingredients needed to Build a Culture of Great Service. These five ingredients work together to create, communicate, and complete a new customer service strategy that will change culture, employee confidence, and bottom line.
Here’s how to build your great service sandwich:
• Teach: Make sure those teaching and learning are speaking the same language. Set the stage for open and safe learning.
• Define: Understand what your organization means when it says “customer service.” Once you clearly define your customers’ needs and wants, set clear expectations and action plans within your organization.
• Live: Do it! Hold customer service standards in high regard. Lead by example within your business. Give appreciation to your co-workers.
• Measure: Welcome and document customer feedback. Instill a culture of valuing feedback. Listen and take action.
• Reward: Use recognition and appreciation to reward employees. This is not monetary or financial. Publically thank and recognize your employees.