Steve Marr.org

Nothing will train staff more effectively in customer service than watching a manager model the service. The apostle Paul wrote to others, "Be imitators of me." (1 Corinthians 4:16, NASB).

Encourage new employees to watch how you meet customers' needs. Explain every step you take and why those steps are important.  Then, ask that they imitate your service delivery. Watch how they perform the necessary tasks to provide service and coach as they learn.  Encourage questions to improve their understanding.  Provide constructive feedback by starting with what they did well.  Outline suggestions for improvements that will create happy customers.

Always keep in mind that your staff will also pick up any bad habits you model.  Avoid negative comments about customers. Emphasize that you and your staff are there to serve everyone, including the difficult customers.
Make sure that modeling effective service is your ongoing method of on-the-job training.  Happy customers will increase your business.

Steve Marr, Your Christian Business Coach

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