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For Customer Service Agents Customer service agents may interact with customers and guests via telephone, e-mail, fax or face-to-face, such as at a hotel’s Front Desk or a store’s customer service department. The constant smile, as well as the positive body-language, supported by good posture, eye contact and friendly gestures are evident of good service. At all times, customer service agents are delivering an intangible product (perfect service) in order to deliver a tangible product afterwards. The way a successful encounter happens is through a delivery of excellent service at all times, even after the face-to-face interaction or the phone conversation. Training your customer service agents in Etiquette will allow them to strongly focus on the tangible product, because they will feel at ease when interacting and delivering excellent service to customers and guests. It will come more naturally to them. Etiquette training for customer service agents allows them to develop a common sense for perfect social interactions, which in turn decreases service complaints and increases employee satisfaction, confidence and loyalty. Denise Zaldivar will prepare a program that fits your company’s needs and that is respectful of your standard operating procedures. Your training guidelines will be respected at all times, and your company culture continuously referred to.
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