When talking to your employees about customer service, keep it simple: treat them the way you want them to treat your customers.
· That focuses both you and them on service.
· It creates an environment of trust and respect.
· And it aligns and focuses the whole team on what’s expected.
Service starts with a smile – everyone knows how to do that, and leaders need to model that behavior. They then must promote, recognize, and reward every smile they see. And since the employees are right there with the customers, they should be encouraged to always be on the lookout for better ways to do that. Leaders should talk to their employees every day, seeking input and feedback on the services they provide – do they need anything more to provide the best service, and what do the customers want. Asking for their feedback is the best way to get them engaged. Your employees are best situated to promote your products and services, and to suggest ways to improve both. Customer service is not a program – it’s a contact sport that everyone needs to actively participate in every day. Keep everyone focused on that today.
Milan Kundera (1929 – 2023): Czech and French novelist and political activist.
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