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Module #1
Your Role in Customer Service Is Important
by
Kelly J. Watkins, MBA
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Background Information for Facilitator
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Does your staff know how important they are when it
comes to dealing with customers and guests? Probably not. Most
employees don’t have any idea how vital their role is. How do you
convince them? You tell them. Yes, that sounds simple, but many
companies never come out and say to employees, ”You are important, and
here is why.”
Your business may have customer-friendly policies,
and you personally may have great management skills, but the level of
service your customers actually receive is determined by one thing:
the people who are giving the service.
Your employees don’t have a clue how important they are.
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Introduction to the Topic
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We all know that customer service is important.
Without customers, we don’t have a business. Here’s my question –
ho’s responsible for customer service? You are!
Do you realize how important your role is?
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Learning Points
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(Practical tips & techniques)
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Technique
Every employee is important to customer service.
Yet, you have a special role because you
interact with so many customers every day. Recognize how vital your job
is.
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Conclusion
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As employees, you are important. You are the one
providing service to customers/guests. The role you play in your job is
vital to the success of this company. Recognize your importance and
feel good about yourself.
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