In today’s tumultuous economy, customer service is more important than ever before. One bad experience can cost you a customer and perhaps potential customers.
While it’s important to train your front-line employees to give good customer service, it’s more important to create a good work environment(system) for your employees. Make sure your current procedures allow for smooth and consistent delivery of your service/product to your customer.
Make sure each person understands how they impact the service delivery process. Get your employees to spend time in each other’s shoes so as to gain a better understanding of and respect for each other’s responsibilities.
Get your managers to spend time with their employees to gain insight and appreciation for what the employee does to complete his/her tasks. These steps create an environment filled with learning, mutual respect, and creativity. If your employees are happy, it flows directly to your customer.