to Improve Customer Service |
Want to improve customer service?
Try these six steps:
- Establish customer satisfaction measures.
How long would you watch a sports game if no-one kept score? It's the
same with customer service. To stay motivated, we must be able to measure
our progress.
- Motivate people.
Bring in customers to tell staff how good service helps them and poor
service hinders them. Have staff visit customers. Get staff to talk
to their internal customers.
- Ensure your business processes make good service possible.
Many companies find their own internal business processes (usually there
to control and monitor) actually prevent good customer service. Ask
your employees to identify these obstacles.
- Look after your employees.
You've gained knowledge. Staff who feel used or abused are not going
to be interested in looking after someone else, no matter what you
say.
- Recognise and reward good customer service
Establish processes to identify and reward good customer service behaviour.
Make this an important part of all supervisors' and managers' jobs.
Celebrate star performers.
- Focus attention on customer service.
Constantly measure your service performance - and this means doing more
than one customer survey a year. Communicate the results to all your
staff. Make customer service an agenda item at every meeting. Talk
about it. Ask about it. Listen to others lark about it.
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