Think about the last time you went into a major department store. From the greeter, to the floor sales staff, to the cashier, to the bagger – did everyone wearing the company logo on their vest also display a vested interest in the corporate mission? Or think about the last time you called a technical support hotline: were you treated like you were the only customer that operator was going to talk to that day? The last time you were in a casual restaurant, did the staff conspire to provide your table the freshest food and best service you've had all year? A charmed life?
If these scenarios find you incredulous, that is significant in itself. Great customer service has become the exception instead of the rule. Here, then, is an unparalleled opportunity for your own business! No amount of technical expertise, boutique product line or marketing niche can keep your business afloat if customer service is lacking.
To master the delivery of an exceptional customer experience at every level of your organization would automatically set your company miles apart. You would join the ranks of the legendary service-oriented organizations. To achieve that standing, those companies have already mastered the following areas:
| Employee engagement |
Team performance |
| Recruiting systems |
Hiring and selection system |
| Organizational communication |
Accountability/measurement system |
| Employee satisfaction |
Employee retention/turnover |
| Developing future leaders |
Talent-promotion systems |
| Employee training system |
Management training system |
| Leadership development |
Strategic planning system |
| Systems/process improvement |
New employee orientation system |
Data driven- An important first step is company-wide evaluation of how well your employees like their workplace culture. Many companies overestimate their current performance. In his book, "What's the Secret to Providing a World-Class Customer Experience," John R. DiJulius III writes, "Only 8 percent of customers surveyed described their experience as superior. Yet, 80 percent of the companies surveyed believe that the service they provided was indeed superior."
The employee engagement survey tool we use, recently received exclusive endorsement from the American Hospital Association, will help you uncover your weaknesses and opportunities. Why you may ask, because how leaders treat employees, is how employees treat customers. From there, we can forge an effective plan of action.
Many managers are accustomed to thinking about customer service as common sense or a soft skill. However, when great customer service is the exception, how likely is your staff to have experienced it first-hand? With the help of the #1 business coaching firm in the world, you can assure the principles of great customer service become ingrained in every aspect of your business culture and operations. Every company has a different culture, what is critical is the customizing of a plan of action for every business.
John Lankford was recognized as the 2007and 2008 Associate Business Coach of the Year in North America for ActionCOACH; Entrepreneur Magazine’s 2009 #1 Business Coaching franchise in the World for the seventh straight year. John was also recognized as the 2008 Global Associate Coach of the Year and is now a syndicated writer for one of Tampa Bays top business magazines. His keynote speaking and business expertise as a partner of ActionCOACH Pinellas has been tapped by the New York Times and CBS. He is the author of Superstar for Life...Career Transitions. John was just named the Chief Executive Officer for the Innisbrook Leadership Institute.
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