The Customer Service Strategy

How your employees feel about themselves will affect how they communicate with your customers. If your employees do not feel good about themselves and have self-image and self-concept problems, it will be reflected on the job.

Most executives are able to pick themselves up from problems and adversities. Strong people are able to visualize success and pat themselves on the back when they do a great job. Unfortunately, many employees do not have these skills.

It only takes a few seconds for a customer to know if one of your employees cares about them. It doesn't matter if the contact is in person, or by phone, email, letter or fax.

If you want to improve customer service, you need to look for ways to build your employee’s self-image. Help them feel good about themselves. Give them recognition when they do a great job. Use training programs that build their self worth and help them feel good about themselves.

Most of us are limited by our own self-imposed limitations. It could be our age, sex, martial status, where we were born, education, family or job. The only things that prevent you and me from accomplishing our dreams are self-imposed. If you try to develop a high-performing work team the self-imposed limitations of some employees will prevent them from participating.

Here are several things you can do to improve the performance of your work team. Keep in mind the person who is in contact with your customer is your most valuable asset.

1. Continually, use recognition to reinforce the behavior you want. When an employee does a great job, let them know immediately. Everyone needs recognition. Most of us never get enough. The recognition could be either verbal or in writing. Both work.
2. Use customer service training programs that build self-worth and help employees feel good about themselves. You need to use a new program every six months. There is no magic bullet. No magic training program. Millions of people across the world have gone through Feelings, Service Quality Institute's signature training program. The bad news is that 6-12 hours of training will not change a person's life and make them perfect forever. You must use new material that reinforces the concepts.
3. Be more careful in your selection process. Service leaders will hire 1 out of 100 applicants. How do you hire? Look for people with the right attitudes and great self-images. Hire the best. You can always teach the skills of your business. Changing attitudes and behavior is more difficult.
4. Terminate non-performing employees. They will cost you customers and hurt your reputation. Probably, 10 percent of most company’s workforces are not productive. The sooner these non-productive people move to one of your competitors the happier both you and your remaining employees will be. You know who the non-performing employees are. Make a decision to improve your workforce now. General Electric, the best-managed company in the world terminates the bottom 10 percent of their work force every year. How many should you terminate?

John Tschohl traveled throughout the world last year lecturing on customer service. His keynote presentations and one and two day seminars are well attended. They provoke executives and leaders to think. He can help your organization build a stronger commitment toward superior service. Contact your local representative or John@servicequality.com Minneapolis, MN, USA

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