However, without the proper tools and resources to elevate customer service to the next level many leaders allow their work environments to slowly revert back into the same old ineffective, non-customer centric mode.
Creating a Service Excellence Sustainability Plan not only helps leaders identify gaps that may be standing in the way of their team performing at optimal levels and providing exceptional customer service, but it also helps them put in proper perspective how they will overcome barriers to achieving and sustaining a high level of excellence.
A sound Service Excellence Sustainability Plan will assess whether or not the leader needs to refine the team’s: (1) Telephone Etiquette Standards to ensure the customer’s first impression when calling in is a positive one; (2) Grooming and Appearance Standards so that the first visual impression that a customer perceives is always a positive representation of the company; (3) Communication Processes so there is total alignment within the team and across departments; (4) Problem Resolution and Empowerment Processes so that if a customer experiences a problem it is dealt with effectively, with a sense of urgency that retains customer loyalty; and (5) Recognition Systems that reward team members who consistently go above and beyond to provide an exceptional experience for every customer.
Now you may be thinking to yourself, “Is that it?” Of course not, but it’s a great start. These are the building block of proper customer service and when consistently done can lead (over time) to a 20-30% increase in customer satisfaction and profit. Remember, creating a culture of service excellence is a journey, not a destination – and soon after closing these simple customer service gaps the highly effective leader will quickly move on to overcoming more significant barriers.
If you have established that simple service basics like telephone etiquette, problem resolution and empowerment, grooming and appearance, and internal communications need to be addressed within your team – our Service Excellence Sustainability Toolkit is a comprehensive resource guide that will help you close these gaps in a matter of days, not months or years.
Click the link http://tinyurl.com/49fqwxm to learn more about the Service Excellence Sustainability Toolkit and how you can obtain a copy. We wish you the best in your endeavor to drive excellence!
