Related: Recommendations for Quality Customer Service 7. By discussing customer service best practices in a daily huddle or similar team meeting, you can help to foster a culture of continuous improvement. This is another excellent way to reinforce values and create a positive feedback loop for employees. I recommend keeping it to 8 minutes or less! In this ritual, discuss a single principle of customer service excellence and recognize the great service provided by employees. Conduct a daily, short "customer service refresh" ritual When employees see that their CEO or other senior-level leadership prioritizes service excellence, it can help to instill a sense of ownership and value among employees. This helps to demonstrate the importance that your business places on great service, which permeates across your organization. Involve the CEO or senior leadership in onboarding new hires to emphasize the importance of service from the start. Related: Stellar Customer Service Starts with the Hiring Process This is important because not everyone is cut out for customer service, and it's more important to have empathetic, kind and willing employees to connect with customers genuinely. Hire personalitiesįocus on personality traits during employee selection rather than solely valuing skills and prior experience, as employees may have varying aptitudes for service. Related: 5 Shocking Customer Service Mistakes You're Making Every Day (And How to Fix Them Right Now) 4. This helps to foster a sense of trust and autonomy among staff, which ultimately leads to better customer service for customers - in part because of the creativity it engenders in employees and in part because problems (and opportunities!) can be responded to in real-time by the first employee encountering them, no need for a customer to suffer through "I need to talk to my manager before I can help you that way." Show explicit and frequent support for employee empowermentÄo this while emphasizing the importance of judgment calls and praising employees for exercising initiative. Their accordion-folded business card - "the credo card" - is carried by every employee onsite and on the phones.) 3. (Sound silly? The Ritz-Carlton Hotel Company has taken this approach since 1983. These principles should guide your staff in their customer interactions and remind them of what's most important during their day-to-day work.
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