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Custom Logo Floor Mats - A Customer's First Impression Of Your Business
You see them when you enter hotels, motels and businesses of all types. I'm talking about floor mats with an imprint of the the business' custom logo. They serve a practical purpose. They provide a method for the customer to remove dirt and moisture...
How Salespeople Can Create Instant Believability And Credibility With Their Customers
It pays to be specific. I believe that statement is true. If it is true, why do so many salespeople pepper their sales presentations with phrases of generalities? There are two primary reasons. One is habit and the other is instinct. So many...
How to Retain Your Customers the Dish Network Way
Customer retention is vital to a business. If you cannot retain your customers you will be continually losing current customers and always on the search for new ones. This can be very expensive. Retaining current customers means continual sales...
Retain Customers Year after Year
To most people Christmas is a time for worship, for family, for celebration and for giving and receiving. However, to the shrewd business owner it is also the perfect time at which to cement the corporate relationship between them and their...
Tips for Curing Bad Customer Service
Bad customer service is everywhere these days — unmanned front desks, surly servers, clueless staff, employees talking on the phone, and managers who refuse to acknowledge a customer. It’s no longer an exception ... poor service has become the...
 
Who Comes First - The Customer or Employee?

The commonly held view that the customer comes first is worth a close look. Think about the last time you received less than satisfactory customer service. What caused it? Probably an employee! Either directly, bad manners and a "don't care" attitude, or by not addressing your needs - "sorry, I can't handle that order, you'll have to call another number".

While most of our focus is rightly on customer needs, it may be useful to first stand back and look at the needs of the employees servicing them. Most customer complaints can probably be traced back to the attitude or competence of an employee. It follows then that if we have the right employees, doing the right things, we should enhance our customer satisfaction.

Asking employees to focus on the customer when they may be unhappy with the company is asking for trouble. I recently had a bank help desk employee agree with me that the Internet banking system was slow and inadequate. He later went on to tell me a lot more about the organization and its management, all of it unflattering!

Why do organizations let disgruntled employees loose on valuable customers? Probably because they don't know they are disgruntled, and maybe because no one has thought through the consequences.

Addressing the key issues important to staff is a good starting point. Do they feel they belong to a team which is going somewhere? Do they know exactly what is expected of them and receive feedback and appropriate rewards based on performance? Do they have a future and are they growing in the way they want to?

Once you have the basics in place to improve levels of staff satisfaction and retention, you


can focus on the customer by ensuring that customer service is a key result area of the jobs that deal with them. With a small investment in time, measures relating to customer satisfaction can be built into the performance management system.

A useful way of looking at this is to use a systems approach, define the inputs and the outputs, and then choose the most useful and practical factors to measure performance against. While measuring outputs is best, many jobs do not necessarily control the end result of customer service or sales, so we need to look at what they can control and measure that.

Typical inputs would be the actions taken by the employee such as calls made, or specific behaviors such as building rapport and handling problems. These inputs can be observed and measured and, depending on the sales environment, you should know whether these generally lead to more sales.

Typical outputs are more closely linked to the main objective, which might be sales, repeat business or profit. By recruiting, rewarding and developing the right people who can achieve against these types of measures, improved customer satisfaction should follow.

A free diagnostic tool for assessing how well placed your business is for attracting and keeping the right people is available at the website shown below with the author's details.

About the author:

Paul Phillips is a Director of Horizon Management Group; a specialist human resource management consulting firm. He has over 30 years experience in HR and, while based in Australia, has worked in a number of overseas locations. www.horizonmg.com

 

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azcentral.com faq - Welcome to the azcentral.com help center where you can find answers to azcentral.com and Arizona Republic customer service questions.
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CafePress.com : Help Desk : Customer Service
Email Us Send us an email and we will respond to you within 24 hours. Call Us Toll Free 1-877-809-1659 Customer Service Hours ...
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Customer Service Week - The Celebration Source
Provides how-to information, gifts and decorations for successful Customer Service Week celebrations.
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Nashville - Tennessean.com - Middle Tennessee Customer Services
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The Globe and Mail: Home Delivery Customer Care: Home
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