Managing Knock Your Socks
Off Service
Topical Outline
This session, designed especially for those who manage
customer service professionals, focuses on the unique challenges managers and supervisors
face as they seek to create a "Knock Your Socks Off Service" culture in their
organizations.
Managers set - and live - the company's service mission.
Their ability to coach their employees toward winning performances at the
front-line can make or break their unit, department or organization. This session will
focus on specific techniques managers can use to ensure success for them and for their
"customers" -- the employees they lead.
Key points covered in the session include:
| 1. |
The Challenge of
Quality Service in the New Millennium.
Four words capture what today's customer wants from your organization: Faster,
Better, My Way. The company that can shave delivery and turn-around time, provide better
quality, and tailor its products and services to the customer's precise needs is a company
to be reckoned with. |
| 2. |
Finding and
Retaining Quality People
Select slowly and hire carefully. The right people in the right jobs create
customer retention. Learn how to increase employee longevity. |
| 3. |
Knowing Your
Customers Intimately
Good Service is what the customer says it is. It is not enough to meet internal
specifications based on our own expert knowledge. We have to view listening to customers
as a "contact sport." Learn how to use RATER, the five keys to understanding
customer expectations, to manage "Moments of Truth." |
| 4. |
Focusing on
"Purpose"
Tap the power of "Purpose" in shaping a service quality culture. Put
your service strategy statement down in writing. Consider offering a service guarantee. |
| 5. |
Making Service
Delivery Systems "Easy To Do Business With"
Bad systems stop good people. Use the "Cycle of Service" analysis
process to fix the system, not the people. Feedback from customers should be part of your
continuous improvement efforts as you reinvent your delivery system. |
| 6. |
Training and
Coaching Front-line Employees
Start new hires on the right foot on day one. You can create competence through
effective training. Make that training stick as you link it to the job with continuous
coaching. |
| 7. |
Involving and
Empowering Employees
Learn when employee involvement and participation makes sense, and when it
doesn't. The "E" word often creates fear and misunderstanding. Learn the nature
of employee empowerment and how to remove the barriers to an empowering culture. |
| 8. |
Recognizing,
Rewarding and Celebrating Success
Use recognition and reward to motivate by implementing effective employee
feedback systems and methods. Celebrate service success. |
| 9. |
The Manager As a
Role Model
In the words of Will Rogers, "People learn more from observation than from
conversation." This "Observation" principle applies to your employees. Take
steps to be a positive behavior model. It’s part of your journey from boss to leader. |
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