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Customer Service Workshop – Part 3 of 3

So we’ve come to final leg of my Customer Service Workshop.  I’m sure you’ve all been on the edge of seats eagerly awaiting the remaining questions 😉  Remember this is just to bring awareness to your customer service efforts.  What do you do well?  What can you work on?  It’s time to take an honest look at your business.  We can feel good about what we’ve accomplished and we can be excited about what we can improve on tomorrow!

_________18. Utilize Moments of Truth – “Moments of Truth,” a phrase coined by Jan Carlzon, are opportunities for a customer to form an impression of the company, i.e., opening an account, talking to a customer service representative.  What are your company’s “moments of truth?”

      _________19. Address Problems Quickly – The longer a customer is unhappy or experiencing problems, the more difficult it will be to compensate for that displeasure.  Do you use fast, friendly procedures for handling customer problems and complaints?

      _________20. Measure Quality of Service – To maintain, monitor and improve quality of service you need a variety of ways to measure it.  What are some methods of measuring the quality of your customer service?

      _________21. Spotlight Pockets of Excellence – Find and create pockets of customer service excellence within your organization.  Spotlight these groups to set the example for others.  Look around your organization; can you find or create such pockets of excellence?

      _________22. Know Employees – How well do you know your fellow employees – their names, what’s important to them, what they need and value most?  How is customer service affected when employees know and care for one another?

      _________23. Treat Employees with Respect – When employees are not treated with respect, it makes it difficult for them to treat customers with respect.  Do the managers in your organization speak down to employees or treat them with respect?

      _________24. Recognize Exceptional Service – Recognizing and rewarding people for providing exceptional service is crucial.  It energizes and nourishes people’s commitment to customer service.  How can your organization recognize and reward exceptional service?

     _________25. Promote Cross-Training – When employees know and understand a number of jobs, not just their own, they are better able to serve customers in a variety of situation.  How can you implement cross-training in your organization?

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