Are
you really serious about transforming your organization into one where the
customer truly comes first? If so, there is a lot of behavior that needs to
change…starting from the top. And this is indeed where you should start. There
is no point in lecturing about customer-centric service unless you as the
manager are ready and willing to model what it takes. Your team will be
watching you to see how serious you are about the new initiative. If you are
not willing to make the effort to change, why should they?
According to customer service strategy experts, the next move needs to be relevant and quality
training of your front line folks. They are the ones who have the most
opportunities to generate satisfaction and loyalty among your customers. But
don’t stop with the training. Follow up with performance coaches who can give
valuable feedback on employees’ attempts to try out their new skills and also
with a measurement and reward system that recognizes when employees succeed at
applying their new behaviors.
Provide
a supportive learning environment and you are well on your way to putting
customers’ interests at the forefront of your service.
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