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Service delivery: Vital for success

Would you let a brain surgeon conduct surgery after a ten minute crash course on the anatomy of the brain? Well I certainly hope not! Yet most people who work on the front line in any business that work face to face with customers are given a short information session- A ten minute crash course on how to look after,satisfy, delight and spoil their customers.

For staff to do this properly they need to be exposed to training that will include: company systems, sales and service techniques, communication skills, inter-personal skills, products and the industry, to make them into qualified customer service orientated personnel. One way to ensure optimal client satisfaction is to have a client service department, not only for your employees to be able to report back, but to be a buffer, and safety net to deal with complaints rationally and efficiently.

“In order for any brand to bring across their values, it should be implemented as a daily criterion, by which they all proudly conduct their business” advised Craig Hutchison, CEO to Engel & Völkers Southern Africa. A standardized service is fundamental to successful client care systems and employee professionalism towards customers. By having a customer care department in place, checking in regularly with both the client and employee, ensuring all transactions run smoothly, makes client satisfaction almost guaranteed. In-house training departments contribute to this positive effect largely, as constant refreshment of the company's values and goals lead to it becoming a lifestyle. “After all,strive not to only be a success, but rather to be of value” concludes Craig.

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