3 things guaranteed to ruin your reputation

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Did you know that it is VERY common for customer service staff to have no input into the customer service standards or goals of a business? Not only that, they are also expected to meet those goals daily and are only provided feedback when they do something wrong.

How do I know?

For over 10 years I’ve been meeting and working with businesses across Australia who want me to ''fix" the problems of customer service staff who are not providing excellent service.

I’ve had over 30 years of hearing frontline staff confirm that what is expected of them by the business, is under appreciated.

What I know from all of this direct feedback is that the core of the problem is rarely individual customer service staff.

The core of the problem is usually 1, 2 or all of these 3 things:

1. No written and clear customer service goals or standards

2. Goals/standards not set with and reviewed by service staff

3. Managers/Leaders not providing the same level of service to their staff, that they expect their staff to deliver to customers.

When I get invited to address the problem of unsatisfactory service delivery, the first thing I do is show the business managers/leaders the Service Excellence Pyramid.

The Service Excellence Pyramid is a model that shows the different levels businesses can move through to achieve a culture of service excellence.

  • Businesses at the bottom level have Fearful Leaders, Disengaged Staff and Raging Customers.

  • Business at the top level have Proud Leaders, Pumped Staff and Joyful Customers.

Once the levels are clear, we then look at the Accelerators of Service Excellence; what it takes to achieve and stay at the top level.

The models are easy to understand and make it clear to everyone in the business the actions they can take to achieve the Top level.

Businesses at the bottom level have ongoing problems that unless addressed, ultimately create a bad reputation. The good news is, reputations can be fixed and the best way to fix any problems is with a plan.

We have your plan.

Want to know more? Contact us for a free Customer Service Analaysis so you can see where you are on the Service Excellence Pyramid and then head for the top with the Accelerators of Service Excellence.