Better customer service

A certain way to improve customer service is to train people well.

People need:

1. Clarity. The desired results
2. Guidance. How to deliver this outcome
3. Resources. Skills, knowledge, tools...
4. Accountability. Ownership of the mission
5. Consequences. The 'why' they want to do this

Why employees perform well

1. They want to
2. They can
3. They can cope with stressful situations

Risk management

When businesses put employees in front of challenging customers and situations this creates risk.

When organisations have trained their employees properly, using guidance and checklists their:

1. Employees deliver better service and outcomes
2. Customer satisfaction improves
3. And they grow

Insights

The brain needs rules.

Rules have the potential to create automatic responses (habits).

If you think about this you will see what we mean. For example, here's a question: what is 3  x 3? what is 5 x 5?

Could you perform this task under pressure?

If you think about this for a moment, you will see that you could and that the answer is something that you have as a rule in your guidance system.

That's right a rule.

As you know well - 5 x 5 is not 24.

People have amazing guidance systems

We also have thinking and survival systems that can help us too.

Understanding how to get the best out of these systems is your opportunity.

Your thinking system is slow and rational, your survival system is fast and reactive. Your guidance system can guide you without you needing to think or react based on emotion. The brain and mind is remarkable, ordinary people can do extraordinary things.