Have you ever wondered why some of your team members are extremely good at customer service while others are below par ?
Motivation, Skills and Experience play a large part in this ...Motivated and de-motivated employees often do their own thing, it's their manager who either encourages great service or does not. If the manager rewards those who go out of their way to serve customers, others will see the benchmark of the level of service expected, unfortunately the converse holds true as well.
It is inconsequential whether you have internal or external customers, there is always room for improvement. Even some of the most luxurious hotels in the world - Waldorf Astoria's and the Burj al Arab in Dubai, require their staff to go through rigorous training each year where behaviors are studied and feedback provided for betterment of customer service.
What are you doing as a manager to ensure all of your staff are improving? Are you having discussions about customer service at each staff meeting? If not, try it. You would see the difference over time as the organization gets a perspective that you are serious about customer service.
How frequently do you listen in on customer conversations, either in person or over electronic media ? People want to do their best and if they have the opportunity to get some on the job coaching or praise, they'll do much better.
One of the most important aspects is to make the customer feel like a king. This does not mean doing the job like how you would like to have it done but doing it the right way. if you as the manager do not have the ability to provide feedback without making your team members defensive , then I would recommend you dont do it but bring in somebody who can provide that feedback along with coaching to drive up your customer satisfaction index ...
have a good week ... hope we remember Mahatma Gandhi's statements on who a customer is ... " A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so "
Have a good rest of the week and happy vijaya dashami ...
Motivation, Skills and Experience play a large part in this ...Motivated and de-motivated employees often do their own thing, it's their manager who either encourages great service or does not. If the manager rewards those who go out of their way to serve customers, others will see the benchmark of the level of service expected, unfortunately the converse holds true as well.
It is inconsequential whether you have internal or external customers, there is always room for improvement. Even some of the most luxurious hotels in the world - Waldorf Astoria's and the Burj al Arab in Dubai, require their staff to go through rigorous training each year where behaviors are studied and feedback provided for betterment of customer service.
What are you doing as a manager to ensure all of your staff are improving? Are you having discussions about customer service at each staff meeting? If not, try it. You would see the difference over time as the organization gets a perspective that you are serious about customer service.
How frequently do you listen in on customer conversations, either in person or over electronic media ? People want to do their best and if they have the opportunity to get some on the job coaching or praise, they'll do much better.
One of the most important aspects is to make the customer feel like a king. This does not mean doing the job like how you would like to have it done but doing it the right way. if you as the manager do not have the ability to provide feedback without making your team members defensive , then I would recommend you dont do it but bring in somebody who can provide that feedback along with coaching to drive up your customer satisfaction index ...
have a good week ... hope we remember Mahatma Gandhi's statements on who a customer is ... " A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so "
Have a good rest of the week and happy vijaya dashami ...
Comments