Front - AZ Teambuilding sro

PUSHING TO THE FRONT
5. knoW and teacH yoUr proceSS
Your customer service philosophy and the corresponding process
should be written down so that everyone on the team can learn and follow
it. Every customer should have the same outstanding experience
– regardless of the time of day, day of the week, or team member that
serves them. Lay your customer service process out in vivid detail and
instruct every new team member how to perform it flawlessly.
6. delegate eFFectively
Once you have documented your process and trained your team members,
you must observe your team and ensure they are performing the
process and getting the results you desire for your customers. Business
owners are busy people, and often make the mistake of instructing team
members once, and then are surprised and disappointed to discover that
the team is not performing the tasks as expected. The truth is, most
people need more than one explanation. They need to be educated, observed,
given constructive feedback, and mentored. Observe your team
and continue to coach and provide feedback to them until you get what
you expect. Yes, all this takes time. However, as I tell my clients, it is
short-term pain for long-term gain.
7. aSk yoUr cUStoMerS
The best way to find out why your customers buy from you, or why they
don’t buy, is to ask them. Implement a customer survey process that
will provide periodic feedback on what your customers think about you
and, more importantly, how their tastes and expectations are changing
over time. Customers can be quite fickle these days. What they desire
or how they want to receive it can change very quickly. It is your job to
keep up with your evolving market. Your customers are critical to the
survival of your business. Don’t guess. Guessing is like playing darts
in the dark. Make sure you know what your customers are feeling and
thinking. Ask for their feedback on how you can improve their experience.
Then, act on their feedback.
8. toUcH tHeM deeply
Your customer service process is about creating an experience that
moves your customer on an emotional level. It unmistakably tells your
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