Your business can get a lot of mileage out of really pulling out all the stops in celebrating National Customer Service Week, which is the first week of October (Oct 3 -7).
Most of us have lived long enough to know that great customer service is not commonplace.? We know poor customer service when we experience it and it motivates us to action: either complaining to management and every one we know, or quietly taking our business elsewhere.? Great customer service, also, prompts us to action: we tell others about it and we reward that business, again and again, with our commerce.
There is a wide gap between great and poor in terms of the quality of? the customer service experience.? It is notable to remind ourselves when it comes to customer service, our customers are the judge and jury.? Employees, in roles that directly serve our customers, literally, hold our business? lifeblood (cash flow) in their hands.
Let?s consider this from the employee?s perspective.? If they provide poor customer service, they may lose their job.? Although it is negative motivation, it does move us towards a certain behavior.? But, what stimulus do they have to do more than the bare minimum that helps them hold on to their job?? Rare is the person that will deliver their best over and over again without someone recognizing their effort and its results.? If no one sees it? it?s almost like it didn?t happen.? Our spirits need to be fed.? If our activities and efforts are not acknowledged,? our energy on all levels (mental, emotional, physical) wanes.? We can?t put what we don?t have into serving customers.
A recognized, acknowledged employee has a full heart and strengthened resolve to continue making a positive difference.?? Smart leaders provide acknowledgement on a regular and consistent basis.? Recognition and appreciation are not one time deals.
How about doing something more formal by tying into National Customer Service week with activities (contests, education, celebration) that demonstrate?your Company truly knows the value of excellent customer service to the business.? Demonstrate it to your employees by giving them something tangible to remember it by. Distribute certificates of appreciation, service awards and small gifts? to those unsung heroes in?ALL departments who make a great effort to meet their customers? needs.? Demonstrate it to your customers.? Make it public.? Share pictures of your activities.? Better yet, have an open house celebrating your customer service champions and invite your customers.
Leverage the work of your C.S. Champions during Customer Service Week.? It is a big deal and should be treated like one!
By Diane Roodvoets, Glessner Promo
Photo credit: karpati from morguefile.com
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