5 Factors to Achieve Staff Commitment to Delivering Outstanding Customer Service
By Caroline Cooper President, Naturally Loyal | March 15, 2015
Keeping your team inspired, engaged and committed to achieving outstanding customer service can be challenging. But a demotivated or uncommitted team can lead to poor performance, poor customer service, poor attendance and ultimately to losing not only your best people, but also losing your valued guests.
Conversely a happy, motivated and productive team will certainly have a knock effect on customer service and the entire customer experience, helping you generate more sales, repeat business and recommendations.
And when it comes to the overall customer experience your team can be your point of differentiation. A happy, involved and confident team can work wonders on your guests and their perception of the service they receive.
Here are five factors successful businesses get right to get the most from their employees in delivering outstanding customer service, and what you can do to emulate them.
1. Set Expectations
Set your expectations at the outset. Define the experience you want your guests to have. And ensure everyone understands this. Not just a list of words, but what contributes to this in behavioural terms. If everyone understands what you're aiming for it makes it so much easier to make decisions based on this outcome. It becomes a part of your culture and way of doing things.
Have this in mind when you recruit, so you know what you're looking for.
What's so often happens is we recruit on aptitude, but then fire on attitude. There are of course times when previous experience or industry knowledge is imperative, but balance this with the personal attributes and attitudes needed to deliver your definition of outstanding customer service. We're in a people business, so let's start with people who like people!