Seven Critical Steps To Establish A Customer Service Culture-barcarolle

By , July 25, 2018 6:52 am

Customer Service What does your team attitude look like? Are they only working with you until something better comes their way? Are they only hanging in there because retirement in only a few years off? Is this just a job to get them through school? Or do your team members feel proud of their jobs, consider them to be a lifestyle choice, and are in it for the long-run? It is important to know this type of information, because your team’s overall attitude- their teams culture has a tremendous influence on their teamwork, their productivity, and their efforts for building positive customer experiences. Certainly, as a business owner, it isn’t hard to commit yourself to making large efforts towards customer satisfaction. However, this isn’t so easy for employees who view their positions only as holding out jobs until something else comes along. Therefore, it is up to you, their team leader, to encourage your team to create a team culture that is motivated and focused on providing superior customer service. Easier said than done, right? Not if you know what you’re doing? And fortunately , with the following 7 steps for achieving a customer service culture , you soon will: 1.Share customer feedback- to build a customer service culture among your team members, hold monthly meetings that will help to build and maintain motivation, education, and information regarding customer service among the team members. Primary among the topics discussed should be the latest results of any customer surveys which have been completed, as well as any letters or comments that have been submitted. 2.Encourage the sharing of ideas- as your team members begin to become accustomed to meetings, and start anticipating the next one, encourage them to think about different ways that your business can enhance customer satisfaction- without having to work harder and welcome the team members to share and discuss those ideas. 3. Allow team member feedback customers aren’t the only people who should be able to leave feedback. Create feedback forms and a comments box where they can leave their thoughts between meeting signed or anonymous and then designate a time during the meeting for discussion of that feedback. 4.Begin now, perfect later When you have an idea that looks as though it is practical, take the time to test it out as soon as possible, in order to see if it has value , and is worth added time for improvement and refining. Pilot programs are the best way to give team members the time to try new ideas, get used to them and provide feedback as to whether or not they are worthwhile , and how they may be bettered and polished before they are expanded to the entire business. 5.Use examples and expressions instead of policies the word policy carries such a negative undertone these days. Perhaps it’s because we’ve all been in the situation where we’ve wanted to do something but someone else has said it’s not our policy; a truly frustrating experience. Furthermore, policies are usually comprised of lengthy, boring statements that are difficult to understand or to apply in the real world. While you may officially have policies, try implementing them by way of examples and expressions. Try to sum up a concept in one effective statement. If you’re really talented, try to make them rhyme- it may sound silly , but it makes the expressions much easier to remember. A couple of examples that come to mind are if you’ve got time to lean, you’ve got time to clean- an expression used at a local mom and pop restaurant- and A before O, or Up you’ll Go a safety reminder to welders at a metal antique restoration store, reminding them to use acetylene before oxygen or the tanks could explode. The more positive, funny, and amusing the statements, the easier they will be remembered. 6.Coach, don’t boss- as a team leader, you should be viewed as mentor and a coach as opposed to being seen as the boss. This way, the team members will feel welcome to come to you to solve problems, and will look to you as an example of how to behave. Furthermore, if a mistake is made , a team member will be much more likely to tell you about it so that the problem can be resolved, instead of trying to hide it in fear of being reprimanded or even fired. 7.Reward achievements not seniority the best possible motivator that a team can have is recognition and appreciation. Therefore, when the team, or a team member achieves a goal, or goes above and beyond, make sure that they know that you’ve noticed, and are pleased. Even better, congratulate them with rewards such as a pizza lunch, or a thoughtful token. When it comes to creating a customer service culture, it all boils down to having a happy, appreciated team who knows that customer service is the priority of the business. When a team member is feeling happy and recognized in his or her work, it becomes a much more natural to take pride in his or her work, and make that extra effort to do well. About the Author: Robert Moment is an innovative customer service consultant, business coach and author of Invisible Profits: The Power of Exceptional Customer Service". Visit ..customerservicetrainingskills.. and sign-up for the FREE 5 day e-course titled, Creating Wow" Customer Service Experiences. Article Published On: 相关的主题文章:

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