How do you make real service improvements? And who should take responsibility for making it happen? We should ALL be willing to take the lead – at work, at home with family, and even in public with strangers.
Learned something new? Share this video with your network!
#ServeCareLove #UpliftingService #CustomerService #ServiceExcellence #ServiceRecovery #UpliftingCare #RonKaufman #KeynoteSpeaker
~~~~~~~~~~~
Below is an Autogenerated Transcript
Who should take responsibility for making these improvements? Somebody out of the customer service department, it’s the head office, it’s the branch, it’s the other shift, it’s my boss, it’s the front line.
What I’m proposing is that, rather than pointing the finger at somebody else, we all be willing to have the finger pointed towards us. And go, What about you?.. ..What about me?…What about each of us? That includes, when we’re working with our colleagues, and when we’re working with our customers, and when we’re home with our families, and when we’re out in public with strangers.
Some people when they see this, and I go, “What about you?” they say ” ME?!!!” No, no, no, you don’t understand. You don’t understand my customers, they’re, so blah blah blah blah. You don’t understand my industry. It’s so blah blah blah blah blah. You don’t understand my technology. It’s so blah blah blah blah blah. You don’t understand my boss. They’ve got some excuse or a story or a reason about why not me.
What I’m suggesting is that we have to stop making excuses. So here’s what I learned. When somebody says to you, Yes..But! Like, “Yes service is important, but I need a budget. We need more money. If you want me to improve service you got to give me more money”. Never argue.
You could say something like. “you know what, you’ve got a good point”. Some service improvements will cost more money, and we’re going to have to figure out how to budget for that. And there are some other improvements that we could make right now that don’t cost anything. We could simply change the way we answer the phone; we could simply clean up that corner over there that looks like a mess. We could say something like, “Well, yes we want to improve service, but we’re going to have to think this out. We’re going to have to have a plan we’ve got to coordinate this over time”. Don’t argue.
You could say, “You know, that’s a really good idea because some of these improvements are going to require us to do this in stages. We need to prepare, we need to start, we need to evaluate before we change it.” But other things could be done right now.
And if they say to you something like, “Yeah, but you know, we need other departments to get involved here. We can’t do this just by ourselves. We’re going to need people from the other branch or the head office or the IT or HR. We’re going to have to think about this. But we got to work with our partners and other organizations”. You could say, “That’s a really good point because some of these are going to be complex. We might even have to have a committee, a steering committee for this. It might take 12 months to get full results”. But there are also some things that we could do on our own.
