*Motivating Your Employees
*Measuring Customer Service Performance
*Defining Your Service Goals
*Updating Your Quality Service Tools
Quality service is a key element of a successful business. But many businesses struggle to improve service and retain their customers. A bad experience can drive a customer away for years.But don’t despair! There are several methods to improve quality service at your business, from having clearly defined and measured service goals and motivating your employees, to using customer feedback and updating your service tools to better serve your customers. No matter your approach, improving quality service at your business does not have to be a struggle.
1. Invest in service training, rather than a quality control department. Depending on how large or small your business is, you may already have a quality control department. This department tracks and documents any quality issues and work to address them. But depending on a quality control department can actually set your business up for poor performance, as it may demonstrate to your other employees that quality is not their main concern. Investing in training that trains all workers at all levels, rather than solely in a quality control department, will let your workers know they have a responsibility for providing quality service, no matter their role in the company.
2. Set up a new-employee initiation program. This program will train new workers on quality and service as soon as they start work. It should be a well-rounded program that gives new workers a clear sense of your company’s products, services, and core business strategy. It should also reinforce your company’s approach to customers and commitment to quality customer service.
5. Encourage employees to think of customer service as a “story” about your business. Your employees are the principal way that customers will engage with your business. In most cases, how they behave toward customers creates the overall “culture” of a business or store. Understanding that their interactions with customers are not limited to a single exchange at a cash register, but that they actually inform how a customer feels about the entire place, will help motivate employees to provide quality service every time.
6. Give your employees service quality goals. These goals should be challenging, but attainable. Research on goal setting has shown that setting specific and challenging goals leads to higher levels of employee performance. Avoid easy or vague goals, such as “just do your best”.
8. Let your employees know there is room for growth. Another way to motivate and empower your employees to is to provide opportunities to move up to higher positions in the company or business. Create leadership positions for long standing employees or employees that have demonstrated a high level of performance.
10. Teach your employees to overcompensate for any issues or complaints. This is how to attain customer service that goes “above and beyond.” Every customer should leave your store or workplace happy. Even if you or a staff member makes a mistake, the customer should still be satisfied. Do not act defensive or accuse the customer of making a mistake. Listen patiently to the customer’s complaint and offer your sincere apologies. Then, explain how you are going to solve the service issue for the customer. The most polite employee in the world will not make up for incompetence or an inability to solve a customer’s issue.
11. Listen to feedback from your employees. Your employees can provide valuable insights into possible improvements to your existing approach to quality service. Paying attention to their feedback also shows you care about what they have to say and take their opinion seriously.