Sarah Jackson realized the poor customer service skills in her employees. This was not a good thing for her to hear because she knew that it would have a negative impact to the company. The customer service reflects the image of the company because they are the first people to meet the visitors of the company (Humphrey, 2011). This made Sarah have many issues to deal with about the customer service skills. The bad customer service skills leads to a difficulty in gaining a new customer base and even keeping the present ones is very challenging. The bad service makes the customer to abandon the transaction.
Sarah needs to know that customers mostly talk about bad customer service more compared to good customer service. This is a big influence on the company when the customers talk of a bad service from the company. The customers should get the respect and honor they deserve. Sarah needs to remind the customer service staff on a regular basis that without the customers they would not have jobs in the company. This calls for respect in treating them, this makes them comfortable in dealing with the company, and they will continue doing business with the company (Hernon & Whitman, 2000).
Sarah as the customer service manager has the responsibility of ensuring that all her employees are aware of what they are doing. If bad customer service exists in the company, it portrays that she is not doing her job properly in accordance with the company’s set standards. Sarah should implement a compulsory training for all the employees in the customer service department regularly. This is important because it reminds the employees on the importance of customer service to the company (Evenson, 2011). It also helps in improving the skills of the employees in delivering their services to the customers.
Evenson, R. (2011). Customer service training 101. New York: American Management Association.
Hernon, P., & Whitman, J. R. (2000). Delivering satisfaction and service quality: A customer- based approach for libraries. Chicago: American Library Association.
Humphrey, D. (2011). Customer service. Mason, OH: Southwestern Pub.