If you are in management of any kind and you want to increase the customer service strategy/philosophy/awareness/effectiveness of your employees, read this guest post over at The People Equation entitled, Employees’ Wish List To Customer Service Leaders.
Take your time. I’ll wait. (Taps foot; hums tunelessly.)
I like the holistic approach here. I’m going to modify this into a check list and see how my organization measures up.
Let me further the conversation by focusing on number 2, Communicate With Me: First, the communication has to be two-way. That means management has to listen and act upon that feedback when appropriate.
Second, when communicating the benefits of a customer-centric strategy or philosophy, you must emphasize the benefits to:
- Your organization
- Your customers
- Your employees
When you’re implementing something like this it’s easy to focus on the benefits to the organization and to the customer. But any change management guru will tell you that the key group is the employees. Every employee must understand WIIFM—What’s In It For Me? That’s what they’re asking themselves and their peers.
BTW, I found this post on Twitter. You can find others talking about customer service by going to http://search.twitter.com and typing #customerservice into the search field. You can also follow me on Twitter. I’m txglennross.