Ellis Communications, Inc.

NEWS STORY

You’re Your Own Worst Enemy If You Talk Up Good Service But Don’t Demonstrate It By Being An Excellent Role Model
Ten Ways Employees Gauge Your Commitment to Customer Service

FOR IMMEDIATE RELEASE              CONTACT: Tom Ellis
Feb. 11, 2003                                Ellis Communications, Inc.
                                                      Phone: (417) 881-5635

      Telecom managers who talk about good customer service but do not demonstrate it are fighting a losing battle with their employees.

      “As a manager, the first step in motivating your staff to provide excellent service is to consistently demonstrate the attitudes and behaviors you want them to use with their customers,” says David Saxby, president of Phoenix-based Measure-X, a company that specializes in helping telephone companies and other telecoms improve their customer service and sales. “You must be a role model for your employees.”

      Saxby outlines the following 10 ways employees gauge how committed managers are to customer service.

1. Do you start the day off right? Everyone has a bad day but managers must always remember that their mood affects the disposition of their staff, Saxby says. “This, in turn, has an effect on the way they treat customers,” Saxby notes. “The way you first greet your staff in the morning can set the tone for the rest of the day. Make it a positive greeting.”
2. Do you discuss your feelings? If you’re irritated with one of your staff, you don’t have the luxury of venting your feelings in a negative way, Saxby says. “Remain calm, discuss the matter in private, explain in detail why you’re upset, give your employee a chance to respond and say how he or she feels and come to a mutual solution to the problem.”
3. Do you try to do the right thing? “When you find yourself face to face with a difficult customer, your staff will carefully listen and watch your every move to see how well you deal with the situation,” Saxby says. “If you handle it like a pro, you teach your staff by example.”
4. Do you support staff decisions? “Upset customers who don’t get what they want often ask to speak to the manager or supervisor,” Saxby says. “If your employee has made a decision that enforces company policy and you reverse it, you’ve just taken the first step toward disempowering them.” Employees will wonder why they should stand up for the company if the company won’t stand up for them, he explains.
5. Are you willing to not know the answer? Don’t feel you must know the answer to every question that comes your way, Saxby recommends. “Admitting you don’t know can be a sign of strength that garners trust from those around you,” he says. “By being open to discovering answers, you encourage your staff to do the same.”
6. Do you listen? Employees must understand they shouldn’t interrupt their customers or jump to conclusions about what they’re saying, and the best way to reinforce this message is to learn to listen to your staff when they speak to you, Saxby says.
7. Do you socialize? “Know your staff and what they’re up to in their lives,” Saxby suggests. “By all means, have your privacy and respect theirs, but don’t be so distant that you’re out of touch with major events such as birthdays, anniversaries, weddings and so on.” Celebrate noteworthy occasions and develop a relationship with your staff that is based upon respect for them as complete individuals, Saxby says.
8. Do you use good telephone etiquette? You should be your staff’s best example of excellent telephone manners, according to Saxby. “If you do so consistently, your staff will naturally follow your example,” Saxby says. “Any time you pick up the phone is an opportunity for you to demonstrate good telephone skills.”
9. Do you thank your staff often? “Be generous with compliments to your staff and acknowledge their service skills when they’ve done a good job,” Saxby says. “Don’t assume they know you appreciate the good job they do. Nothing has the same impact as hearing it straight from you.” An environment of recognition and appreciation encourages your staff to maintain consistently high levels of service, Saxby notes.
10. Do you say what you mean and mean what you say? If difficult situations must be dealt with, your words should match what your body language and tone of voice are already communicating, Saxby says. “By being honest and straightforward with your staff, you gain their trust,” Saxby points out. “If they can count on you to say it the way it is when things aren’t going well, they are that much more appreciative of your praise when things are going right.”

For more information on Measure-X, call 888-644-5499 or visit its Web site at www.measure-x.com.

[Home] [Training] [Contact Us]