LEAD WELL … LEAD RIGHT
In today’s challenging market place, gaining and retaining high quality customers are a cornerstone of organizational effectiveness. And, one of the best ways to make that happen is to: Focus on the people who focus on the customers.
“Motivate them, train them, care about them, and make winners out of them … we know that if you treat our employees correctly, they’ll treat the customers right. And if the customers are treated right, they’ll come back.” by J. Marriott Jr.
Here are four powerful tips and techniques to focus on the people who focus on your customers:
- The first step in providing good customer service is hiring the right people. Make your selection process part of your customer service strategy. During interviews, ask questions like: “If you get this job, describe the kinds of things you will do to provide superior customer service,” Also, pose hypothetical customer service situations and ask candidates to describe how they would handle them.
- Provide training and resources to help your people develop customer service skills. Make sure the training reinforces your specific service expectations.
- Adopt the attitude that your employees are your customers, too. Give them the same respect and attention that you want them to give to their customers. Satisfied employees tend to produce satisfied customers.
- CELEBRATE SUCCESSES! Recognize and reward employees who provide exceptional customer service. Share their stories with others. This will motivate the entire team. Motivated employees go above and beyond for your customers … and for the organization.
Walking the customer service talk is not about perfection. Rather, it’s about being better than you were yesterday and being better than your competition.
(Source: Steve Ventura – walkthetalk.com)
