10 tips for Growing Great Customer Service
“A brand is defined by the customer’s experience. The experience is delivered by the employees.”
Listen – pay attention to what your customers are saying. Use surveys, feedback cards, and face to face conversations to see how you are doing.
Be aware – watch each team member in the act of serving a customer – where are the weaknesses and how can you build them up?
Define – what is and is not great customer service. New employees may not know how to handle situations or even that customer service is important to your brand.
Attention to detail – teach teams to see what excellence looks like. Take your teams on field trips to places like yours and ask them to share what they see, good and bad.
Communicate – talk about the brand of customer service you want. Talk about it often, focus on it, live it, share stories, and encourage employees to share their customer service stories, good and bad.
Practice – in your team meetings, do role playing with a few employees so the entire team can watch, learn, and laugh.
Invest – in your team; hire a trainer to come in and teach your people how to customize your brand of customer service
Be Consistent – Provide a high level of service every time. Train teams to think like owners so they see what you see, serve like you serve.
Empower – Train team players to resolve issues without contacting upper management. The Ritz Carlton empowers its people by allowing them to spend a certain dollar amount to resolve an issue.
Recognize – Brag on your customer service winners – put together a slide deck of how people in your organization have served your customers well.
“It takes months to find a customer….and seconds to lose one.”