- Are you clear on your values and expectations? This is foundational to ensure that a consistent message is communicated across the organization. Without clarity from the top, teams are unclear of expectations and rarely surpass them.
- Are your priorities constantly changing? If you aren’t consistent with priorities and aligning them with activities that customer’s value, you are leaving room for confusion. Eliminating confusion will keep your team focused.
- Are you and your managers leading by example and consistently reinforcing desired behaviours? Teams model behaviours and if you do not demonstrate what is expected, how can you expect your team to behave otherwise.
- Are you providing enough information? Providing a centralized location for information on all existing clients, products and services will give your team the confidence to answer any question without having to rely on others for information.
- Are you providing training for skills that your team may be lacking? If you have hired the right person based on their character and attitude, but they are making mistakes, make sure they have the necessary training to ensure they know how to do it right.
- Are you providing too much direction? If you try to tell your teams how to do everything step by step, you are really limiting them on providing quality customer service. If you free them up to do what they know is necessary — based on agreed expectations — you are providing the freedom to make your customers happy.
- Do you have enough team members? If you have a team who is spread so thin they can’t provide quality service over the quantity of customers served, consider hiring more team members. By hiring more team members, you will enable your team to make more sales.
- Do you motivate your team? You are sure to win more customers, if you reward your team for delivering a great customer service. Look for ways to provide positive reinforcement on a daily basis in addition to providing performance bonuses, gift cards, or something for your team to earn.
- Do you provide too much information during training sessions? If you supply too much at once, they will take longer to master those new skills. Consider breaking training into smaller sessions to allow time to master a few skills at a time. Teams who feel successful will be successful.
- Does the entire organization understand the critical role they each play in delivering an exceptional customer service experience? Too many organizations do not place the same importance on internal customers — and resultant, the customer facing teams do not get the support they need to deliver to external customers.
Ask yourself these 10 questions to identify areas for improvement. Then pick one and focus on it — attacking too many initiatives at once will lead to frustration.Once your team has mastered one goal, move on to another. Working together for a shared goal and seeing ongoing improvements will keep the team focused, motivated and positive.
Bill Hogg: Performance Excelerator | Leadership Expert| Professional Speaker
Bill is recognized as the Performance Excelerator because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations. He works with senior leadership teams to navigate change and transform organizations into high performance, customer-focused cultures that create long-term, profitable relationships with your customers and excelerate performance and productivity with leaders and employees. Bill is passionate about results and works only with clients who share that passion — ready to take steps to achieve immediate, significant and continuous improvement. Whether working with boards or operations teams and employees, his no-excuse approach breaks down the silos and gains consensus and clarity throughout the organization.
Bill Hogg provides dynamic keynote presentations, transformative workshops, and world class executive consulting. For additional information email email@example.com or visit online at http://www.billhogg.ca where you can download Bill’s 1-sheet or access more articles.