You Gotta Listen!
Continuing on with Customer Service Week, we are focusing on encouraging our internal teams to foster the customer centric attitudes and service.
Tip # 4 – Get Feedback from Your Teams and Staff to Find Out What They Need to Help Them Serve Customers Better and Enjoy Their Jobs More
You’ve all been reading my newsletters long enough, so you know how much I advocate getting feedback from your customers whenever possible.
The same holds true for your staff. You need to find out what it is that they need or would like that would help them serve customers better and give them more reason to like their jobs.
Ask questions…. then LISTEN to the answers.
This is where you’ll discover what you team would like to take over, what would make them more efficient, what processes don’t work, are redundant, or simply make life too complicated.
You’ll also find ways to reward your teams. One of my clients found that their phone contact center liked the specialty coffee he sometimes brings in over the doughnuts that are more frequently offered. So, this week he bought them a Keurig coffee maker with their favorite coffee flavors.
Like any relationship, it’s the little things that count. Pay attention to your staff. You tell them to pay attention to customers… you need to do the same thing with them. Your staff is just as important.