How Can I Motivate Employees to Provide Better Customers Service?
1. Get outside media attention when your employees display extraordinary service. The employee will gain acclaim outside of your organization and the public becomes aware of these special acts.
2. Involve employees in policy making since they will be the people to implement the new policies (i.e., new fees, etc.). Management should periodically do the employees' work so that they understand the impact of procedure or policy changes on the employees.
3. Allow your employees to dress up on holidays. Encourage them to give out candy and do unique, special things for your customers.
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4. Provide on-going positive feedback to staff. Feedback is the "breakfast of champions." Research indicates employees prefer feedback to money. Be specific in the feedback, rather than general so that your employee knows what behavior to repeat. Simple thank-yous or positive strokes from management would be greatly appreciated by all employees.
5. Have the CEO send a thank-you letter to employees who are delivering exceptional service.
6. Provide employees with the opportunity to not get in trouble for going out of their way or taking extra time to take care of a customer.
7. Staff would like to see more senior management walk in, not just by, departments. Stick around and answer questions.
Patti Hathaway can solve your people challenges through her highly customized solutions. Do you have customer retention concerns, leadership challenges, or employee resistance to change? Patti Hathaway, The CHANGE AGENT, has built her reputation since 1987 as a business advisor and best-selling author who gets her clients' results. For a free monthly tips e-newsletter and many helpful articles, go to: www.thechangeagent.com or call 1-800-339-0973.
