A recent customer service survey suggested that bad attitudes are the reason 68% of your customer does not come back. And existing customer service research indicates that dissatisfied customers tell a lot more people about their poor experiences than satisfied customers.
With more and more competitors entering the market place all vying for a piece of that customer loyalty pie, what can you do to improve customer service and create loyal customers. Possibly, by integrating the following three critical elements into your customer service training may just be the answer.
- Goals
- Attitudes
- Self leadership skills
GOALS Do all of your employees truly know what the goals for your company are? Do they know how to consistently set and achieve goals? Stop presuming that your employees are great goal setters. Take the time to develop them in how to use a proven goal setting process that is reinforced with a proven goal setting tool.
ATTITUDES Who wants to be around crabby people? Develop your people to truly provide extraordinary service by having incredible attitudes. Do not make the mistake on trying to change behaviors. It will not work unless you first change the attitudes that are being demonstrated through the behaviors.
SELF LEADERSHIP SKILLS Do your employees go out of the way to help customers? Do they take the initiative to deliver exceptional customer service? How are their:
- Listening skills?
- Problem solving skills?
- Decision making skills?
- Overall people skills?
Until individuals lead themselves they truly cannot lead anyone else. Traditionally, businesses spend their resources of time, energy and money in training for job specific skills. However, the reason for poor performance is usually about the inability to consistently demonstrate self leadership skills.
When companies use the right G.A.S. with their customers both internal and external, they will realize far greater profitability and business success. Of course, companies could continue to do what they have always done. The real question that needs to be answered is: How is that working for you?
Simply speaking, leaders are readers. If you enjoyed this article, you may find the Leadership Audit of interest at http://www.processspecialist.com/od.htm
Call me, Leanne Hoagland-Smith, The Business Coach, at 219.759.5601 or visit at http://www.processspecialist.com to explore everything from how my solutions double results to articles and resources including the Simply Speaking series.
Eastern Buddhism
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