A couple of times a year impart the seminar "How to implement a customer service culture in your company" and most of the participants belong to the operational level. Had a lot of counter sales, receptionists, salespeople, cashiers, customer service personnel and the occasional small business. Not motivate them to my white segment: senior management and entrepreneurs. Usually the owner of the company sent to subordinate staff. Waste of time: culture of customer service is initiated and influenced from the top. Senior management is to spread the passion for the customer. From the top floor and cascaded through the various strata. As Robert L. Desatnick in "How to keep their customers," referring to good service at McDonald's:
"The dedication of McDonald's to serve as an adequate human resource management starts at the corporate level."
And this is also true: without commitment of serving the customer, there will never be a good service . And who are responsible for spreading the personal commitment by the customer? You guessed it: managers. The staff serving the customer is not even consulted on the service policies to be implemented.
So if you want to provide a of excellence must begin by assessing the level of motivation of its staff, something that most managers are not interested much. So far in any manager or entrepreneur I have answered these questions rationally: What is the motivation of your employees? What is the rate of customer satisfaction? Ask you and see the results.
What are the superstars of the service?
1. Acknowledged that relations between employees and reflect the relationships with customers. If they wanted to be excellent in their customer service, relations with their employees should be optimal.
2. Raised awareness of the importance of customer service in the minds of employees. Taught the need to have satisfied customers through the perspective of an employee: The customer is paying the salaries of all.
3. Provide recognition and tangible and intangible rewards for exemplary behavior. Made the employees feel important and appreciated.
Desatnick Maybe that's why the following sentence:
"The superior customer service corresponds to superiority in practice with people."
course: to have a good customer service is not only necessary to treat good staff, is requires appropriate systems, training, strategies, etc., but if one takes into account the staff, everything else is waste of resources. Managers are responsible for having motivated and competitive strategies.
And in your company, which promotes and spreads the customer service? What example are the managers? How are staff motivated to provide a first class service? What gets rewarded for it?
So when you receive a complaint for bad service, do not blame his staff, and be stuck at your desk the following sentence:
service quality is a matter vertical. Born in the top or not born. (Albrecht / Zemke p.145, Management Service.)
Yohalmo Mr. Ricardo Leon E. Gerenciayempresa.wordpress.com
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