Good customer service skills are not inherent for every employee, even though customer service is often what can make a company a success or failure. An online, easy to access tutorial that provides insights into how small business employees can practice good customer service when responding to phone calls from customers is an ideal method for business owners to be confident in their employee’s success. This proposal will detail the content and value of this typeof tutorial, which will be created by Lavinia Robinson, a small business owner.
DESCRIPTION
The Problem. Customer service situations can range from interacting with a new client in- person, responding to questions via email from existing clients, or answering phone calls from clients during regular business hours. While it is ideal for employees to actively listen to clients and respond thoughtfully and professionally, that is not always the case, especially with employees who have not been specifically trained in customer service methods. Small businesses often cannot afford to hire employees just for customer service situations, but instead rely on every employee to step in as needed.
Audience. A small, event planning business is likely to face this type of scenario, where an employee responsible for organizing flower arrangements at events may answer a phone call from an anxious or even angry client. Without training, the employee might make the situation worse with inappropriate responses or the knowledge of how to diffuse the situation. The audience for this tutorial will be small business employees who do not have a formal education in business, especially customer service. The audience may also have the following qualities:
● Short-tempered or easily frustrated
● Avoids confrontation by just agreeing with everyone, even when that is not the
appropriate response
● Relies on a conversational tone (e.g., uses slang) when speaking to clients; and/or
● Does not recognize how his or her temperament will impact the client.