It’s all about Quality Customer Service and here’s why. I’m not going to spend 300 words telling the difference between Exceptional customer service vs. Quality customer service; to get that you can go to past blogs or past Gorman Nation newsletters at http://www.gormanbusinessconsultants.net/NewsletterList.cfm What I’m writing about today are the benefits to the company, the employee and to the customer when you practice Quality Customer Service.
Here’s why Quality won’t work. It won’t work if your team doesn’t like or trust leadership. It won’t work if your staff doesn’t report back to you if they think they will get blamed. Quality won’t work if leadership views their team as drones; assigned specific tasks and who should leave the ‘thinking’ the management. MORE BELOW
Choose one of these three great training tools.
Quality Customer Service vs. Exceptional Customer Service;
In this 15 minute audio and power point presentation you learn the difference between Quality Customer Service and Exceptional service. Why Quality service is more cost effective, creates a positive work environment and gives you a better competitive edge. And we will show you how exceptional service may actually hurt your business because it is the necessary evil.
If you would like this free training tool, click and send firstname.lastname@example.org
Time Management Matrix;
In this 45 minute audio and power point presentation you will learn where your time goes. Pin-point what are your greatest time wasters? Identify what are the things only you can do. And what are the things other people can do.
If you would like this free training tool, click and send email@example.com
In this 45 minute audio with power point presentation you will learn how to assign tasks to the right person based on their level of maturity. From there you will be able to give the best feedback to ‘grow them up’ the ladder. All leading to a positive, mature, work environment.
If you would like this free training tool, click and send firstname.lastname@example.org
When companies practice quality customer service the first thing they have to do is communicate and build trust. When company leadership has a long track record of not listening to their employees, or worse, not following through on their suggestions, building trust can be a real dog fight. Companies have to make it easy and rewarding for their employees to communicate with leadership, no different than communicating with your customers.
When management opens communication and acts trustworthy the long-term, big picture rewards for everyone are many. Management builds a relationship of mutual benefits with the workforce. Managers and workers can make improvement a part of their jobs. Fear is eliminated for the environment. Workers make suggestions out of a sense of pride in their work. Employees are engaged in their work. Customers sense the positive environment and enjoy doing business with them.
Exceptional service can be expensive, easily duplicated and not perceived as exceptional by many customers.
Simply put; dump exceptional service and commit to quality service.