One of the challenges in improving customer service is putting new ideas to work. Often they’re not even new ideas but reminders of what we already know. Ideas are cheap. It’s using them effectively that brings us the results we want.
Here’s a tip to help you improve the quality of your customer service immediately:
Recognize others for delivering great customer service.
If you want to improve your own customer service then watch people around you and observe the customer service they deliver. Maybe these people are co-workers. Maybe they are employees in businesses you patronize. It doesn’t matter. Your first step is to watch them and note how they do. Your second step is to reward them when they deliver great customer service.
Do they smile? Are they courteous and friendly? Are they prompt? Do they know their products or services? Are they focused on their customer?
Think about how you define good customer service. Make a list. (If you need a starting point look here.) Or if your organization already has customer service standards in place, use them. Then apply them to other people. Use them to judge how they are delivering customer service.
Important: Don’t be negative!
The purpose here is to catch people in the act of delivering good (or great) customer service. You be the judge. You decide whether it looks or feels like great service. If it does, let them know. Tell them they did a great job.
This positive feedback is critical to helping others notice when they have done something right. And it helps motivate them to keep continue. It also helps you. Because you are focused on noticing and remembering what makes for great service, you’re thinking about it. It’s top of mind.
How can you reward others?
A simple thank you works. Or you can be more specific: “Sue, I want to compliment you on your great service. I really appreciate how knowledgeable you are about your store’s products.”
Be creative. Think of how you’d like someone to recognize you for delivering great customer service. What would make you feel good?
Finally, your last step is to do it yourself. Since you’re already focusing on great service, incorporate it into your work. As you watch others do it, you’ll find it easier to remember and do yourself.
If you manage people and you want to help them improve their customer service, this technique can help you too. Find ways to get your team members to recognize each other for delivering great service. Make it a contest. Show your team it’s important. Give them incentive to catch others in the act.
As a team leader, manager or owner, you need to do this too. Make sure you are regularly recognizing and rewarding your employees for providing great service. This shows them you really do care about service. It aligns your values with your actions. They see you’re walking your talk.
Discuss this in your team meetings. Have employee present to the group the examples of great service they saw from their co-workers. Then talk about why they’re important and how everyone can do them. Help your employees remove obstacles to providing great service.
If you do this long enough and often enough, it will become the norm. You will be building a team of people who work together and help each other. You’ll be creating a culture of service that will naturally deliver amazing service to your customers.
Other articles you might like:
- Recognize Others for Delivering Great Customer Service.
- For better customer service, catch them in the act
- To Improve Customer Service, Find a Role Model
- Make the Most of Customer Service Week 2008
- 5 easy ways to improve customer service today
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