Highlight the experience you want customers to have with employees, and give it enough definition so that there is no question about how customers should be treated.Finally, create goals that are clear and achievable, but still engaging enough to keep employees from being bored. Highlight the experience you want customers to have with employees, and give it enough definition so that there is no question about how customers should be treated. Signature phrases are also an easy way to create a work culture centered on customer service. For example, the Ritz-Carlton wants customers to have a luxurious experience that exceeds expectations. Their signature reply to customer requests is, “It would be my pleasure.” This not only enhances the customer’s experience, but it also motivates employees to live up to the expectations of the hotel. A signature response to customers creates uniformity and atmosphere, and provides employees with guidelines for their customer interactions.
In Summation
It is imperative that customer-facing employees receive motivation, communication and engagement in order to better serve customers. When customer-facing employees have been assured that they matter and that they are valuable to the company, they will strive to exceed expectations. Keeping employees appropriately engaged reduces turnover and creates a sense of importance within each individual. When employees feel important, they will treat customers with importance. With the implementation of motivation, communication and engaged customer service, employees can exceed the expectations of their managers as well as their customers.
This is Part 3 and the conclusion in our series about customer service. Enjoy the entire series by reading Part 1 and Part 2, and enhance your customer service.
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