In Part One, I explained how you can make it easier for your employees to provide great service to your customers or clients. But delivering great service is only half the battle. You’ll also need to find ways to help your employees sustain their enthusiasm for doing so.
In this two-part blog series, I’ll provide tips on how you can strengthen your service team. Here, in Part I, we’ll take a look at the steps you can take to make it easier for your employees to provide great service to your customers or clients. In Part II, I’ll explain what you can do …
Make ’Em Say Wow: Tips for Building a Strong Service Team — Part One Read More »
Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience. Yet this practice is often disappointing, and at times even counter-productive. Why? Performance and process standards can be useful for compliance and short-term training, but they do not generate the understanding or appetite for long-term improvements …
How to Create Highly Effective Service Standards Read More »
Benchmarking means comparing yourself with – and learning from – the very best in any field or endeavor. We recommend you benchmark service leaders from your own industry and other industries as well.
Your organization is going to get some sand in the gears, and when that happens, it’s your job to keep your people focused and enthusiastic. How do you do that? You find opportunities to educate. You recognize individual successes. You role model what needs to happen and then recognize when other people act as role models. You acknowledge service achievements.
Read on for six tips on how you can strengthen your team by keeping them motivated to provide uplifting service.
In this two-part blog series, I’ll provide tips on how you can strengthen your service team.
Here, in Part I, we’ll take a look at the steps you can take to make it easier for your employees to provide great service to your customers or clients.
We love receiving great customer service. That’s no surprise. But did you know that great service can actually elicit a physical reaction? A recent American Express Service Study found that 63 percent of its 1,620 respondents said they felt an increased heart rate when they just thought about great service. And for 53 percent of those studied, great service caused them to have the same cerebral response that results from feeling loved. The trick, of course, is developing a customer service team that has the skills to provide such an overwhelming reaction amongst your customers.
When considering quality of service around the world, many stereotypes can be applied. We may think certain countries or cultures naturally excel at service, while others are very efficient but not very friendly. And we may even see some countries where service appears to be an altogether low priority. Yet while stereotypes persist – and may have basis in personal experience – I have accumulated more and more experience in countries across the globe, and everywhere I teach and travel, I observe 3 things we all have in common:
Each year The Conference Board publishes survey results of the Top CEO Challenges for global organizations. In 2014 the top four challenges are:
1. Human Capital
2. Customer Relationships
3. Innovation
4. Operational Excellence
Indian telecommunications is one of the most commoditized, competitive, and chaotic markets in the world. Hundreds of stores sell identical phones and tablets. Price competition is intense. Customers are spoiled for choice.
Q: In your opinion, what are some key differences in Indian service culture compared to global practices?
A: The volume of people in India both – as service providers and customers – has an impact on the way people think about service in the country. With such an enormous number of available people, there is a common sense that talent is replaceable, and customers are, too.
So employers, don’t put as much effort into attracting, keeping and growing their employees as their counterparts do in other developed countries. There seems to be an ease or an acceptance that people come and go…and someone new is always coming. But over a long term the danger of this view is that people do come and go, and the human resource department focuses on getting more on new hires rather than retaining the best people as colleagues.
A similar problem exists in relation to providing customer service. With so many people to serve as potential customers, companies don’t put in
as much effort to retain the loyalty of those they have. Continuous customer churn tends to be the norm, while providing truly excellent customer service is the rare exception.
Here’s what’s next…
Check your email for the welcome we just sent – and reply to let us know you received it!
We’ve included some useful resourcesÂ
for you to explore…
…and we’ll be in touch to share more ideasÂ
and invitations for you.
We’ll send you free resources, education, and ideas for creating positive change in the world.
Here’s what’s next…
Check your email for the welcome we just sent – and reply to let us know you received it!
We’ve included some useful resourcesÂ
for you to explore…
…and we’ll be in touch to share more ideasÂ
and invitations for you.