In Part One, I explained how you can make it easier for your employees to provide great service to your customers or clients. But delivering great service is only half the battle. You’ll also need to find ways to help your employees sustain their enthusiasm for doing so.
tools and tips
In this two-part blog series, I’ll provide tips on how you can strengthen your service team. Here, in Part I, we’ll take a look at the steps you can take to make it easier for your employees to provide great service to your customers or clients. In Part II, I’ll explain what you can do …
Many of us enjoy doing business with people from countries, ethnicities, and backgrounds that are different from our own. This brings into our lives, and the lives of those we serve, a wonderful sense of the colorful, cultural, and amazing world in which we live and work. This colorful combination is also loaded with opportunities …
Many people say they know who their customers are. But an alarming number, especially in the B2B world, have only a shallow clue.
At Uplifting Service, we help clients plan, implement, and sustain the momentum of a service culture building program. This includes a comprehensive checklist of strategic activities, including Implementation Roadmap design, Steering Committee support, Building Block innovations, Service Education customization and delivery, innovation tracking, results documentation, and more.
Smart service providers are using technology to delight customers, become more efficient when serving customers, and recover customer loyalty when things do go wrong.
Why are some training programs so dull, and others so full of active participation?
What makes one trainer plod along, while another brings energy and effectiveness to each session?
The 8 Wastes are central to the Lean Manufacturing system developed by Toyota. The 8 Wastes of Service are a modified version used by service experience and service process experts. The 8 Wastes of Service are not new, but regular review checks our assumptions about the service we provide.
There’s no doubt about it that the working world has shifted.
For better or for worse, every person in the workforce must now continuously add value, not only to the work they are doing but to the experience that customers have while interacting with them and their product.
Each time you explore, agree, deliver and assure, the possibility for trust grows between you and the other party. In fact, this may be the only way human beings can build trust with one another.
1. EXPLORE: Find out what is important to the other person.
2. AGREE: Make a promise to do something on their behalf.
3. DELIVER: Do what you promised.
4. ASSURE: Check and make sure they are satisfied.
Are you building powerful partnerships where you work?