National Customer Service Week delivers solutions to non-engaged staffby
- Help employees understand your business goals - staff need to understand where the organisation is going, its promise to customers and how they can help deliver this.
- Make communications relevant - talk to employees on their own terms and use communication channels familiar to them. There is no 'one-size-fits all' formula that works for every organisation and every person within it.
- Involve employees - no manager has the monopoly on bright ideas and frontline staff can offer valuable insights. Ask your employees what they think would make customers more loyal, or how best to diffuse difficult phone conversations.
- Be visible and supportive - employees need to know you're available to give guidance, that you will offer support and that you're interested in their feedback and ideas at all times. This can be as simple as ensuring there are regular team meetings.
- Celebrate and reward success - individual employees can have a tangible impact on the customer experience. Think about introducing mini-reward schemes that encourage individuals to go above and beyond in the bid to deliver great service.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.