Customer Service That Astonishes
CUSTOMER SERVICE THAT ASTONISHES focuses on the critical role
of employee engagement and exceptional customer service as a competitive
advantage in the business landscape.
Great customer service built on a foundation of high employee engagement isn’t a
revolutionary concept. More companies are recognizing just how important a
deliberate and intentional customer-focused culture is, but few companies do it
well.
The Hay Group, a global HR management consulting firm, recently surveyed 500,000 employees from 300 companies to assess the satisfaction levels of “committed” employees — those who said they would stay with their company for at least five years compared to those who would leave after one year. They discovered that of the fifty influencing factors, pay was ranked the lowest.
There is little doubt that in many industry sectors salary plays a significant role in attracting quality job candidates. However, what many of us really seek is validation for our work. “Show me my contribution matters to the organization” rather than “show me the money” is the underlying message that employers should focus on.
But how does a company demonstrate validation? Some things for consideration are;
- Offer interesting and varied work assignments
- Have a clear growth path and incorporate on-going training & development
- Provide tasks and projects that stimulate interest and give people the tools, processes and support needed to thrive and succeed, while being challenged
- Formally and informally acknowledge your employees’ contribution to you and your organization
- Actively solicit on-going feedback
- Express genuine and specific appreciation for a job well done in a timely manner
Let me know if you have some success stories you would like to share.
Cheers!
Posted in Employee Engagement, Recognition, Strategy, Tips and Techniques | Leave comment
I like to treat employees like children!
Before you start calling me names, let me explain.
When we teach children a new skill, we don’t wait until they perfect it before we acknowledge their success. We praise them for each step they take as they progress towards their final goal.
For example, when a baby starts to walk, we are thrilled when they stand, then again when they take their first halting steps and so on, until they are finally able to walk across a room. Each and every time they show improvement towards their final goal of walking we provide positive encouragement and praise.
We need to take the same approach with employees.
When we see them doing something right, we need to recognize this behaviour immediately. Successful performance feedback must be immediate, specific and linked to desired behaviours that you want to see repeated.
Don’t wait to acknowledge effort until it is done exactly right. You may be waiting a long time.
Cheers!
Posted in Culture, Recognition, Tips and Techniques | Leave comment


