Power PointersProductivity tips and insights for improving essential behaviors that impact personal and organizational growth and performance
It’s National Customer Service Week
This is the perfect opportunity to make an extra effort to recognize the people who serve and support your customers every day. Not simply those with direct customer contact, but all your folks at every level—because everything that happens to impact your product, service, response time, quality, reliability, etc. ultimately impacts your customers’ satisfaction. Thus, customer awareness and expectations are important throughout direct and indirect support functions, right up to highest management level.
Think of this as two sides of the same coin. When you recognize your staff’s excellent service, employees enjoy the recognition, and the behavior is encouraged so that your customers have a great experience. This recognition should be top of mind, part of your culture, frequent, timely and specific. Organizations that follow these keys have customers who are more satisfied and >30% better employee engagement.
What gets recognized gets repeated. This is a great time to cement future efforts. Consider these ideas.
- Lead by example. Show that you care about your people as well as your customers.
- Take the time to encourage, reinforce, recognize and reward good customer service.
- Solicit ideas from your front line so that everyone is involved. Within limits, empower them to act on the customers’ behalf.
- Measure customer satisfaction. After all, it is the customers’ perception that is the most important. Ask them what went well and who did something right.
- Invest in training.
- Set up systems that ensure follow up of all issues in a timely fashion.
- Last but not least, what can you do to stay ahead of the competition as they strive to catch up with you?