Ever buy a good product and get lousy service? I bet you have. When you get poor service at a restaurant, as an example, the food doesn’t taste as good and your view of the business is downgraded.
Much of the problems created by poor customer service can be resolved by hiring people with a good attitude and pleasing personality before you tell them they need both on the job.
All too often employees go thru the motions without their head and heart committed to providing the quality of service that customers fondly remember, rave about, and return because of. Serving customers exceptionally well is not especially important to these disengaged employees.
Beyond hiring and training your customer service staff properly, leadership must constantly promote the proper customer-focused culture and communicate the importance of service excellence as a key driver of the businesses success.
Make a Great Day!
Steve
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