You feel passionately about upgrading your company´s customer service. You KNOW all the way down into your DNA that this will increase your business´s profits.
Your employees or your co-workers agree with the need to upgrade customer service. But be careful. Just because they say they agree, doesn´t mean they´re going to doanything differently.
Welcome to the world of Change Management (CM). Just because you´re the boss or the manager, doesn´t mean they´re going to change their behavior because they agree with you. It would be well worth your time to research CM before you try to implement a major change of any kind (customer service, CRM, software, employee benefits, etc.)
In organizations large enough to have multiple levels of management, there are two key groups that must whole-heartedly support the change. The first is senior management beginning with the owner or top executive. Changing customer service is more than just rewriting a few policies and putting front-line staff through a training course. It is a process of changing all employees´ behavior. If senior management does not practice what it preaches, the likelihood of failure increases. They must commit to change along with everyone else.
This is not to say that the owner or CEO must head up the initiative. The actual implementation should be delegated downward but the executive responsible for implementing this change should have a champion higher up who can go to bat for him or her.
The second group is composed of middle managers. They must also be convinced to support and actively practice the new behaviors associated with the change. Research indicates that many change initiatives, regardless of type, fail because senior management fails to follow through with the middle managers.
If middle managers do not actively support this change, failure is almost inevitable. They´re the ones who hold the customer-facing employees accountable. They´re the ones who will actually make the change happen by insisting on different behaviors from their direct reports.
Bottom line: Do not treat your employees as one single group. Segment your employees into groups depending on the roles they must play in this change. Of these groups, Senior management and middle management will be your two most important.