Shining the Spotlight on Service Representatives

In this episode of the podcast, Scott from Mitchell’s joins Troy to shine a light on the people who are serving the customer. Rather than talk about customer service, they flip retail on its end to talk about taking care of the people who sell the customer experience. Normally we are pointing the spotlight on the customer, but sometimes you need to look at the person that is serving the customer — to get the view of the people that are serving the customer.   Key Takeaways: Scott shares his background growing up in a large family and theater — his education background is in philosophy but he discovered a passion for clothing early on. No matter what customer service industry you go into, it’s important to understand the fundamentals. There are great books and resources on sales techniques that will impact whichever industry you are in. In all customer service industries, you can’t judge the customer, and it’s also important to remember that you can’t feel judged by the customer either. There may be instances that arise where there is a difference of perspective of the same situation between the customer and service provider; taking the time to get on the same page can drastically change the working relationship for both the client and the service provider. People frequent businesses not only for the product but also for how businesses and companies treat their employees. Customers want communication. If there is a problem, their response is going to directly correlate to how the problem is communicated. Being a part of the right organization, surrounded by the right people, and feeling passionate about the product you sell can greatly enhance the work experience in the retail space. You can teach people the customer service industry, but you have to hire great people: people who are service-oriented, pleasant, and energetic can make an impact on your business as you are looking to hire the right people for your business. Troy and Scott talk about some of the systems companies use to get to know clients and engage with them. When these systems are combined with the right people, it comes together for a valuable customer experience.   External Links:   Maintenance-one.com