5 Quick Tips for Proactive Service
One of our employees recently came into my office to
vent about her experience with Continental Airlines.
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Develop a vision that includes service
The most effective visions are those
that are co-created with your employees. If you really want your vision to
become a reality, involve your staff in its creation. When involved, people
will believe it and live it! Be certain that the resulting vision is clearly
communicated.
- Develop a service oriented
culture
All employees must realize that they
work for the customer. So be certain that every person understands how they
impact the customer and that their job is to ensure the ultimate satisfaction
of all customers (internal as well as external customers). Every other task is
of secondary importance.
- Written service policies
Service policies that are written benefit both your customers and employees.
There will be fewer mistakes or
misunderstandings. Make certain though that your staff understands that they
are empowered to make exceptions when necessary. It’s critical for all to
understand that policies are guidelines and must remain flexible.
- Employee training
Train, train and then retrain your employees. Give them on-the-job training,
off-the-job training, tapes, books, seminars, workshops, and anything else
that will help them do their jobs better. Encourage both professional and
personal development.
- Identify clear standards of performance
Does everyone know exactly what he or she must do to provide superior customer
service? Create clear standards that are measurable so that you can reward
great service. When employees achieve these performance levels, customer
retention and loyalty will naturally follow.
Measure-X
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www.measure-x.com
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