Usman Ghani (April 30, 2014)
Nowadays, the customer service staff needs to give in all they have got in order to retain clients and attract new ones. How does an organization ensure that their staff is naturally inclined towards exceptional service delivery? This can be done by inculcating polices and strategies which creates a culture in the organization where employees strive for customer service excellence. Utilize the tips given below in order to build that culture in your company:
As soon as you hire a new group of employees, tune them in with the company’s culture; develop a program in which you educate the newbies about your company’s history, achievements, the importance of customers and providing to their needs.
Carve a customer service philosophy, take an oath to uphold it, and sync it with your office culture. Your employees should know what you stand for.
Lead with example! Develop policies while keeping in mind the best interest of your clients. If your team can see that you are committed to providing outstanding service, they will follow in your footsteps.
One of your employees handled an angry customer exceptionally well? Spread the word around so all the staff knows. Giving credit and appreciation where it is due creates an inspiring environment for others to perform on the same lines.
Encourage your employees to come up with ideas to improve service for clients. This will essentially create an atmosphere where the staff will feel valued that the management is asking for their suggestions and keep them constantly focused towards the goal.
Incentivizing is a great way for creating a productive work environment. Something like ‘Employee of the month gets a free paid vacation’ will not only guarantee that your employees stay motivated, it will create a culture of dedication and hard work at your office.
Share customer feedback with all your staff. Employees, upon realizing that you are keeping an eye on the level of service they provide, would know they will be held accountable for any mistake that they commit, and will thus go an extra mile to avoid any such issues.
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