Helping Employees Establish the Right Roles

The service that employees provide is often dictated by the role they are playing. Great things can happen when employees understand their primary role is serving customers at the highest level. getting employees to make that commitment requires a conscious decision and the right working conditions.
Here is a summary of the solutions that can help your customer service representatives make the right choice:

• Align employee responsibilities with your company's service philosophy so that they will naturally deliver outstanding service when they are doing their jobs correctly.
• Have employees write a description of their jobs and the value they provide to their customers.
• Use the "thank-you note" exercise to help employees integrate a customer focus into their daily activities.
• Take extreme measures, if necessary, to avoid poor customer treatment and to compel your customer service reps to find new ways to achieve results. Avoid creating working conditions that could lead employees to subject their customers to poor treatment by maintaining a direct connection to customers and frontline employees, acting as a steward of your organisation's customer-focused culture, and understanding when to prioritise service over short-term cost efficiency.