Scott’s Pawn & Jewelry: Improving Your Team’s Customer Service Skills


Improving your company’s customer service is the most important thing you can do to improve your relationship with your customers. Scott’s Pawn & Jewelry owner, Steve Scott, is committed to providing his customers with exceptional service. In order to accomplish this, he is dedicated to providing all of his employees with the training necessary to improve their customer service skills and be knowledgeable about the products they sell. After twenty-four years in business, he understands that customers are more likely to remember the direct interaction they have with his employees more than the product he sells.

Scott's Pawn & Jewelry: Improving Your Team’s Customer Service Skills

Strong companies already have great relationships with their customers, but a smart company will always be striving to understand what good customer service is. Customer relationships will continue to stagnate unless you consistently look for ways to improve your customer service. Here are some ways you can identify more ways to better serve your customers.

Always Find Ways to Strengthen Your Customer Service Skills

No amount of customer relationship management, CRM, the software will be able to compensate for poor customer service skills. You have to make sure that your team has the right skills to manage your customers’ needs. Each member of your team should have the following customer service skills.

  • Patience, consistency, and empathy
  • Adaptability
  • Clear communication
  • Strong work ethic
  • Knowledge
  • Thick skin

To see where your team’s skills fall short, conduct a customer feedback survey to determine if your customer service team possesses these traits.

Examine Every Customer Touchpoint

Customers can have a bad experience at any point during their interactions with your company. It is important to make sure that all of your employees are demonstrating the right skills on a consistent basis. Pay close attention to the key touch points throughout your customer’s interactions and make sure you have the complete view of the experience of your customers. When you don’t do this, you run the risk of having lapses in customer service that can hurt your business.

Ensure Your Employees Are Engaged

If your employees are checked out, it won’t matter if you have the best customer service skills or the best training. To ensure your customers have a great experience, make improving employee engagement a priority in your business. If your employees are dissatisfied with their position, they will be unlikely to come to you with their problems. It is important to know how your team feels about their compensation, working conditions, career advancement opportunities, and their coworkers. Making sure your employees are engaged and enjoy their job is critical to providing your customers with great service.

Provide Customers Ways to Give You Feedback

Your customers’ feedback is important to improving their satisfaction. In order to learn what’s good, bad, and ugly in your business, you have to create an accessible way for your customers to provide you with feedback. Getting feedback from your customers will allow you to understand the strengths and weaknesses of your customer service team.

Improving your team’s customer service skills will not only improve your customer’s experience but will improve your overall business. Steve Scott is committed to ensuring his customer service team has the skills necessary to provide excellent service, which is why Scott’s Pawn & Jewelry will continue to succeed and be the best pawn shop in Alabama.

Also read: Scott’s Pawn & Jewelry: Five Ways to Improve Customer Service

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