Dear Employer –

Customer Experience Management has been a hot topic around our company lately.  You have been giving us many motivational talks about it, and there have a been a few “Customer Appreciation” programs, but there is something that would really help us out – leading by example.

It makes sense that if you improve customer service, you will increase customer loyalty. But improving customer service is not necessarily easy. It takes more than a seminar or a motivational speaker. It takes effort and time to make a sustainable improvement in the level of service you deliver your customers.

Not long ago I was talking with Dr. Alan Weiss about customer service. Among the many good ideas he mentioned to improve customer service, one stood out. Alan said “if you want to improve customer service in your company, get a role model”. So, with thanks to Dr. Weiss for his thought starter, here are some of my suggestions to find (or create) a Amazing Service role model in your company.

Here is your Daily Dose of Amazing Service:

To improve customer service coach your peers

And here are some additional thoughts on this topic…

One of the best things about coaching is that when we help others by coaching we learn as much, if not more, than they do. By focusing on helping and doing so by asking questions, we boost our learning and retention power many times.

This is true for customer service too. We can improve our own skills, motivation and performance by helping our co-workers improve theirs. But we need to do it by gentle coaching rather than by telling them what to do.

One of best ways to teach customer service (or any behavior) is with role modeling. When you, as a leader, show the values and behaviors that lead to good service, your employees will see it. And they’ll follow your lead.

And the opposite is true.This funny example of a customer and her son tells the story well.