Improve customer service - Explain the benefit to employees is not, Customers

To implement various strategies to encourage greater professionalism, courtesy and timeliness, but the improvements are temporary. As we reflect on these issues, we realize that employees constantly complain about the behavior of customers. You also realize that your customers might act differently if your employees have acted differently. So, what do you do?

Try to connect the behaviors that you want employees to exhibit to the type of things employees complain when it comes to customers. Your goal is to explain to employees how they can reduce their levels of frustration to be more professional, courteous, or timeliness.

For example, suppose that employees complain that:

Customers are constantly asking for updates or call troubleshooting.

You might explain:

or "If you always tell customers in advance about how long it will take to solve a problem (behavior that you want to expose employee), you can receive fewer calls asking for updates (complaint by employees about customers ). "

This explanation encourages employees to think the advantage of a behavioral change. So I'm not saying that only employees who need to improve for you or for your organization, or for their customers. Instead, you are telling employees that they need to improve themselves. And when employees of the organizational advantages, as well as to improve mutual, they are more likely to improve.

To begin the implementation of this service - process improvement, first think about the specific behaviors of customer service that you want to expose employees. Secondly, think about what employees say they want when working with clients. Then, match your personal needs of employees desired behaviors. Furthermore, the more personal you may want to connect to the improvement of the service, the better. Consider these possibilities:

Ø increased cooperation from customers during face to face or over the phone

Ø Less time spent trying to discover the 'real problem' that customers want to solve

Ø rapid resolution of customer problems

Ø Fewer calls from customers asking for updates on a topic or a request

Ø Fewer calls from customers who want more information on the same topic

Ø Less time spent trying to calm customers who are upset

Or more rapid determination of what customers need or want

o Increasing the number of customer problems solved correctly

Remember, do not just think your customers when it comes to improved service. Think of your employees as well. Show employees how to better service the customer can lead to better interactions with customers. Help them see the win-win. Eventually, you might get the desired improvements and your customers can get the service you deserve ....