Aligning your employees with this mission is your biggest challenge. Even some of the world’s greatest companies and brands consistently fail to get his right. But why is this?
- Failing to get employees to see and understand that they are the brand
- Putting employees in stressful situations that they are not trained to deal with
- Operating business processes and systems that restrict customer service excellence
- Believing it’s just common sense, everyone can do it if they want to (when they cannot)
- Valuing the right things, but not having customer service high enough on the agenda
How many customers are leaving?
How many customers are leaving highly effective educators, technology, retail, service, manufacturing or healthcare businesses because of the way that they feel treated when they have a problem?
Doing the right things.
If you get the input right you get the output right. Easy for us to say you might think, and rightly so. But let’s look at it this way:
- Establish your focus (achieving customer service excellence)
- Agree to start, never give up and continuously improve
- Train your people continuously
- Accept its ok to make mistakes, but only if you learn from them with timely corrections
- Create your list of what will deliver service excellence to your customers
- Consider the easy scenarios and the hard ones (try using “what if?” to come up with these).
- Cluster these into common headings
- Define the inputs, what you need to do and how you will measure these
- Review, reflect, react positively
- Hold your teams accountable, avoid being distracted by a minority, encourage them, communicate with them, give them feedback and recognise their achievements
People tend to follow or react to what’s in front of them
Whilst this statement is true for some, it isn’t true for everyone. You will have rebels along the way, people who are frustrated and want to change things. These can be incredibly destructive or powerful for you. Listen to them and consider what’s good rather than bad about what they are saying. You might be surprised with what you come up with.
The vast majority of people really do want to do a good job. However, when the fight or flight response system is triggered by a certain situation or customer behaviour, your customer service and brand are at risk. Train your people how to deal with these situations and your reputation will be in safe hands.
You get to find out
Is this true?
“When things go wrong or you need help, you get to find out how good a business or person is by the way they deal with your requests, needs or problems?”
When you are the customer it probably is true.
But there are many good people delivering poor experiences, problems rather than solutions – simply because they are:
Not properly trained
Lacking in experience
Missing the point and the guidance materials they need are not available
You can use our research, understanding of what works and does not and our tools to change this.
Something for you
Looking at this model you might think there’s a lot on there and there is.
Breaking it down into a set of step changes is the way forward. Investing in your people and giving them the tools and skills that they really need will help you to grow your business.
We can help you.