Author Hal F. Rosenbluth, states that it is essential to develop an organization and culture where excellent customer service is a natural result of happy staff. When staff has job satisfaction and feel valued and respected for the work they do, their attitude is portrayed in the service they provide to clients. It is reasonable to assume that happy staff results in happy customers and a successful business.
What is Business Culture?
Rosenbluth described how he spent years in developing his company culture with innovative ideas. The payoff resulted in customer service employees who came to see their role as going above and beyond and providing exceptional service. The company went from revenues of $20 million to $6.2 billion in 25 years. You may not want to invest that amount of time or be that creative; however, looking at where you currently stand and where you could be is crucial for growth.
Examining Where You Are
Sending out an customer service employee survey will provide a guideline on your current culture and where improvements can be made. If you are not sure how to prepare a survey, an outside service can design one for you. Some of the areas you may want to consider are:
Management/staff Relationships
Respect and Support
Individual Recognition and Reward
Learning and Development
Communication
Workload
Impact of Job on Personal Life
Customer service employee Involvement in Decision Making
Job Satisfaction
Workplace Health
4 Steps to Developing Good Customer Service
1. Communication is the key to building relationships, whether it is between co-workers, management and staff, or staff and clients. Successful relationships with clients will enhance your bottom line through repeat business and word of mouth referrals. View each customer in the context of additional future business either from them personally or from others they refer. Help staff to communicate to your clients that they are important to you and you value their business.
2. Every business has policies and procedures in place. Catering to a client does not necessarily mean that integrity must be sacrificed. A creative staff person will find ways to satisfy a customer without making exceptions to company policies and still leave them feeling satisfied.
3. Work environment is extremely important to promoting your business. Staff must feel positive about themselves and their work environment. Their attitude will be reflected in their performance. Are there ways that you can improve relationships by recognizing staff for accomplishments, showing they are valued and trusted and involve them in decision making? Fun and laughter in the workplace produces happy, productive customer service employees. Look for opportunities to improve morale through social functions. Is staff provided with proper tools to be able to perform their work efficiently? Quality of work comes from quality of process. Don't let costs be a factor preventing improvements from taking place that will ultimately be reflected in your success.
4. Customers expect and want good service and will give their business to those who provide it. Providing staff with customer service training will enrich their skills and self worth in being able to have confidence in overcoming barriers to superior service and going the extra mile.
Time spent building your staff first is a wise decision. Although customer service theories and practices can be taught, quality service comes when staff exceeds expectations because their contributions to the success of the business are meaningful and celebrated.
