Tag Archives: corporate culture

How to transform your customer service experience and culture

Customer Service Excellence

As a business owner or manager would like to see increased productivity, have more customers walking through your doors, and more net profit? Do you want to create a work environment and excellent customer service and experience that is far more that just good customer service?

As a leader or manager, here are a few tips to transform your customer experience and corporate culture that will support and sustains your customer service programs.

Stand for the right thing – Have you trained your employees to understand and know what exactly your company stands for. Make sure that your company’s organizing principles are meaningful, short and memorable.

Make sure to hire the right way – Once you are sure about what your company stand for, you need to hire employees that are congruent with you customer-centric values.

Pay your employees the right way – Understand that your company’s brand and reputation is based upon the interaction and experience your customers have with your employees. Remember it is your employees on ground level who interact with your customers on a daily basis.

Take the right approach when it comes to your company’s personal policies – Forget about reprimanding your employees or docking their salaries for being late to return to the office after a lunch break. Don’t evaluate your employees based on average handle time on phone calls.

Remind right – Remember it is the duty and role of the leader’s to make sure that employees are constantly reminded of the core principles which form the foundation of your customer service excellence culture.

Train and coach the right way – If your employees feel that their jobs are only for the paycheck at the end of the month, then the company leaders have failed in their duty. Employees need continuous coaching and encouragement. Don’t wait and leave it to the annual performance review.

Discipline employees in a productive and meaningful way – Note that customer service excellence is defined by the consistency of your customer serve training. Never allow employees to perform below your customers expectations. This will only lead to a situation where your company is seen and has a reputation of poor service.

Create the right policies and standards – Develop and create policies that are achievable and make sense. Understand what is reasonably expected from your customers and set these down in your standards policies.

Empower your employees to service your customers – In the event that your standard policies do not cover all the unexpected situation, you need to empower your employees to service your customers without equivocation, on the spot, and not have to run and find the nearest manager for assistance.

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Does this company care for their employees?

Happy work place

When you arrive at a new company there are things you can look out for. People are either making eye contact or saying “Hello!” to one another or racing by without acknowledging that there is another person around them.

Here are some pointers about what a great place to work look like!

  • A Human Workplace is a workplace where the energy is fast moving and positive.
  • A Human Workplace has very few yardsticks imposed from on high.
  • In a Human Workplace there are ten or twenty ways for good ideas to bubble up, down and sideways
  • There is no Chief Human Workplace Officer to enforce the culture, because there is nothing to enforce. Trust is the antidote, and that means everybody has to soften.
  • The goal in a Human Workplace is to fulfill the organization’s mission, not to create bureaucracy and preserve it against all reason.
  • In a Human Workplace Your manager is a coach. There is a minimum of red tape, and there is as much conversation about good (= human) process as about any other business topic.
  • Human Workplace leaders sound like fallible human beings. Human Workplaces are places where people act like human beings.
  • Human Workplaces are more fun, more productive, more profitable, more sustainable and healthier than other organizations. They get to their goals faster and have more fun doing it. They delight their customers and put their investors in a swoon. Let the fear go and trust the brilliant people you hire.

You can have a Human Workplace. It is not difficult and it does not cost anything. You only have to let go of the idea that managers know more than employees do. You have to let go of the idea that rules make a place more efficient. You have to trust yourself enough to trust the people you hire.

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