A new year is a great time to wipe your customer service slate clean of old habits and create a must follow list of new habits for you and your employees. But do your employees have the skills to achieve customer service excellence and are they willing to change their bad habits?Customer service excellence starts and ends with a focus on people. It’s time to stop saying you provide great service and start showing the great service you provide! Not every employee has the spirit or select skills to deliver great customer service and to fit into a customer-focused culture. Identifying each individual employee’s challenges early in the year will help to improve their service levels which will impact your businesses overall measure of service.
Here is an easy exercise to help assess if your current staff have what it takes to achieve greatness in customer service. Use the check lists to assess each of your front line staff. Assess how many traits they exhibit from each list.
LIST 1
A daily optimistic work ethic
A general kindness toward people A high energy level
The ability to work with diverse personalities
A willingness to accommodate others
An eye for detail
LIST 2
An argumentative personality
Easily frustrated
Dominating Adverse to change
Driven by routine
Non-adaptable
A pessimist
If you determine that the employee has more checks from List 1 than they do from List 2, they are a good candidate for achieving great customer service. If they have more checks from List 2 than from List 1, it’s time to assess if they are helping or hurting your overall customer service level. If they have very few checks on either list, it’s time to assess if they are trainable to become a List 1 employee.
Sometimes as a small business owner or manager you need to make hard choices. Do you have the wrong person(s) on the front line greeting, assisting and selling to your customers? Are they truly the best choice as an ambassador for your business? Still not sure if your employee has what it takes? Never underestimate your customers’ body language and communication as they interact with your staff. It is one of the best assessment tools you have!
Don't forget the importance of a great work culture. Build a culture that your employees enjoy working in, and in turn, employees who have a service focused spirit will help your business to flourish. Let 2012 be the year that you and your staff "KNOCK THE SOCKS OFF" your customers!
Barb Bruce - Myradius Consulting Services
"Start the year with your right foot forward. Host a customer service training seminar for your front line staff"
Contact Barb for more information service@myradius.ca
