Customer service training: Navy Exchange System sees success.
In 2010, the Navy Exchange System rolled out a new training
program, the PREMIER Customer Service Suite of Learning Tools, to nearly
14,000 associates worldwide. The training was created to stress the
importance of good customer service every time an associate interacts
with a customer.
PREMIER is an acronym that stands for one customer service
* Personal Connection –. Get to Know Them
* Relationships –. Keep Your Promises
* Enhancement –. Go the Extra Mile
* Memorable –. Keep Them Coming Back
* Individual Care –. It’s All About Them
* Empowerment –. Make It Happen
* Risk-Taking –. Take a Chance
The PREMIER Customer Service suite consists of four training
modules: PREMIER Customer Service, Manager Observation and Feedback,
Houston, TX (PRWEB) March 2, 2010
Meeting customers’ needs consistently, especially in cyclical times, is what sets apart four oilfield suppliers that earned top honors in customer satisfaction in an independent survey conducted over the past two years. First-place rankings go to M-I-SWACO for oilfield services, Derrick Equipment for oilfield products, Helmerich & Payne for land contract drilling and Noble Drilling for offshore contract drilling.
Houston-based EnergyPoint Research, an independent market research company specializing in measuring and monitoring customer satisfaction in the oil and gas industry, recently announced results from its comprehensive 2008-09 Oilfield Products & Services Survey, which focused on the industry’s satisfaction with the products and services it purchases and utilizes. The survey included more than 3,800 evaluations from industry professionals at both global and domestic multinational and independent E&P companies and contract drillers.
“In an industry subject to so much volatility and uncertainly, those oilfield suppliers that are able to consistently perform at high levels, regardless of the circumstances, increasingly stand out from the crowd,” said Doug Sheridan, managing director of EnergyPoint Research. “Each of the top-rated companies in this survey demonstrated the unusual capacity to meet customers’ needs and expectations while managing through one of the most tumultuous periods on record in the industry.”
M-I SWACO, a global provider of oilfield fluids and fluids-related systems and services, ranked number one among oilfield service suppliers. In addition to its top overall rating, the company placed first in numerous regions, both within the U.S. and internationally. Other honors going to M-I SWACO, which is jointly owned by Smith International and Schlumberger, include first-place rankings for offshore, high-pressure high temperature (HPHT) and non-vertical wells, as well as for special applications.
“M-I SWACO has rated well in EnergyPoint Research’s surveys for several years now,” said Sheridan. “Respondents to...
Making It Right (Problem Resolution) and PREMIER Selling Skills. All
associates go through the first module. Speciality sales associates, such
as those who work in fine jewellery, go through PREMIER Selling Skills;
and managers and supervisors go through Manager Observation and Feedback
and Making It Right. Each associate receives a printed workbook with
their notes from the class as a reference tool. These workbooks are
being translated into different languages as well to insure everyone can
benefit from the training.
“The purpose of each module is to help participants think
about how a system, program or process can be used to promote that
skill,”. Explained Sherry Palihan, NEXCOM Human Resources Organisation Development and Training specialist. “Enhancement, for
example, encourages the associate to ‘Go the Extra Mile.’. NEX programs, such as our Keep It New warranty program or our NEX Gift
cards, are reviewed and introduced to support the associate’s
efforts to provide the customer with more than just the purchase of a
The PREMIER Customer Service training was internally developed and
customized for the Navy Exchange System. The program combines
'Customer relations' is the core aspect of any organization, and this is given the top priority among many other aspects to business development. A growing company does not have enough resources that can be devoted to customer relations due to which, this aspect is outsourced to a call center. Customer service and achieving customer satisfaction is the most important thing for any call center. There are many call centers that lack in delivering outstanding performance. This can be easily resolved with a few tips to improve methods of delivering information, and changing the routine.
Learn from mistakes
This is the foremost tip that helps any call center employee to improve performance. A dissatisfied customer will always have something to teach the employee. Learn from the situation and figure out what led to the displeasure. Ensure that you derive solutions from such incidents and incorporate them in future. It would certainly lead to improved performance and a better result.
Mind the tone
It is not about the language these days; rather it is about the tone of the voice while expressing something to a customer. You can be trying to communicate something simple, but always remember that your mood always reflects in your tone. Smile when you speak to your customers so that they hear the cheerfulness in your voice. It will immediately help them relax and find satisfaction in the conversation. An angry employee can never satisfy a client.
Forget the scripts
fundamental customer service skills such as smiling and making eye
contact along with NEX specific programs and policies. Under Personal
Connection. Example, associates learn about authorized patrons and
how to identify military in uniform by ranks and rate. In Enhancement,
associates see specific NEX examples on benefits that military customers
receive, such as price matching. In Empowerment, head of line privileges
for military in uniform are explained.
Another unique aspect of the program is that all of the activities
in the scenarios are based on real situations that have occurred in a
NEX. Role playing in small groups is used to discuss these scenarios.
“It helps describe what PREMIER looks like in behaviors and
gives associates a framework in providing customers with the ultimate
shopping experience, whether the associate is a cashier, speciality sales
associate or in a non-selling position,”. Palihan said.
NEX associates appreciate the training they're receiving through
PREMIER. “Thanks for the opportunity to attend your Premier
Customer Service training,”. Said Phil Heffner, Softlines Divisional
Manager, NEX Mayport, Fla. “This program will definitely benefit
all locations in Mayport. I know we'll see an increase from our
managers, supervisors and associates in customer service, multiple
selling, positive attitude, team work, consistency. CSI/ASI
The focus on customer service is certainly paying off.
NEXCOM’s 2010 Customer Satisfaction Survey (CSI) went up one point
to 83. The overall retail industry average is 76.
“One of my top focuses is to enhance our customers’
experience each time they shop in a NEX,”. Said Rear Adm. (Sel)
Glenn Robillard, commander, NEXCOM. “Based on the results from this
survey, we're confident that we're providing our customers with
quality products, great customer service and the best facilities
possible. It’s gratifying to know our customers see and appreciate
it as well.”