FOR IMMEDIATE RELEASE CONTACT: Tom Ellis
May 10, 2005 Ellis Communications, Inc.
Phone: (417) 881-5635
Email: tom@elliscomm.com
PHOENIX, Ariz. – Like any other business, telecoms
need happy customers and one way to achieve that is to give them good service.
But there’s another kind of customer service that telephone companies shouldn’t
overlook.
“Telecoms couldn’t function without
their employees and I believe these people should be viewed as the company’s
primary customers,” says David Saxby, president of Phoenix-based Measure-X, a
company that specializes in helping telephone companies improve their customer
service and sales. “If you treat your employees with the same respect and care
that your telecom delivers to external customers, a refreshing attitude with
develop and grow in your department and company. Ultimately, that will
translate into even better service for external customers.”
Managers have the responsibility of
leadership and, therefore, they set the tone for their entire department, Saxby
says. So how are you treating your employees? Saxby offers the following five
tips for providing great service to telecom employees.
Share your knowledge and experience.
“Explain to your employees how decisions are made, especially when it
involves them,” Saxby suggests. “Acknowledge those things that they do well but
don’t be afraid to point out opportunities for improvement. Provide suggestions
and ideas on how things could be done differently to achieve that improvement.”
Let your employees know they’re
valued. “Be approachable, smile, remember the names of employees’ family
members and remember employees’ birthdays,” Saxby recommends. “Sincerely thank
your staff every chance you get. As humans, we can’t be appreciated enough.”
Show you care. “Demonstrate that
you care about your employees and their challenges,” Saxby says. “Showing your
compassion by being flexible with hours and time off when possible can go a long
way.”
Show your trust. “Show your
employees that you trust them by delegating projects based on their strengths,”
Saxby explains. “Learn to let go. Don’t be a micromanager. Let your staff
take the ball and run with it when appropriate.”
Keep your promises concerning reviews
and raises. “Performance reviews and salary increases should be given on
the promised dates,” Saxby notes. “Don’t kid yourself – employees have those
dates memorized. Employees can be forgiving about a lot of things but no one
likes to feel unappreciated or undervalued. Resentment can fester if these
dates come and go without action.”
Remember that your employees are your
primary customers, Saxby says. “If you treat them with respect and care, they
will treat your external customers with that same respect and care. Practice
what you preach. Walk your talk.”
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Measure-X is a measurement, training and recognition company that specializes
in customer service and sales skills. For more information on Measure-X,
call 888-644-5499 or visit its Web site at www.measure-x.com.
