What have you done today to put a smile on someone else face? Have you given a little thought, put in a little effort, in an attempt to uplift someone else? Or are you too busy with your day-to-day affairs, too absorbed with what you need to do, too focused on yourself that you fail
We often hear leaders say, “We want our people to have a better service mindset.” What is a mindset? Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset, a fundamental way to view the world. Mindset includes a
Your organization is going to get some sand in the gears, and when that happens, it’s your job to keep your people focused and enthusiastic. How do you do that? You find opportunities to educate. You recognize individual successes. You role model what needs to happen and then recognize when other people act as role models. You acknowledge service achievements.
Read on for six tips on how you can strengthen your team by keeping them motivated to provide uplifting service.
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.
We love receiving great customer service. That’s no surprise. But did you know that great service can actually elicit a physical reaction? A recent American Express Service Study found that 63 percent of its 1,620 respondents said they felt an increased heart rate when they just thought about great service. And for 53 percent of those studied, great service caused them to have the same cerebral response that results from feeling loved. The trick, of course, is developing a customer service team that has the skills to provide such an overwhelming reaction amongst your customers.
NIIT Technologies is an Indian-based company that is using the UP! Your Service methodology to improve customer experience and build a service culture where new ideas deliver more value.
A new group of NIIT Certified Course Leaders recently explained that their leadership training focuses on empathy, not compassion. “What is the difference between empathy and compassion”, they asked. “And which should we apply?”
Our definition of service is “taking action to create value for someone else”. Watch this short video to meet the most incredible service providers on planet Earth.
When you give a great service, customers appreciate you more. When you give bad service, customers can be a pain in the neck. The other view is also true. When you are an appreciative and considerate customer, service providers will often serve you better. If you rant and pound the table, people will serve you grudgingly if at all.
Here are the tips I use to be a better customer and enjoy receiving better service:
The common understanding of service in business today is unidirectional – focused on the service from a provider/supplier to its customer. The pressure and expectation to provide 100% satisfaction is relentless. Getting it right “most of the time” is often considered failure. And clients or patrons let us know when we miss the mark – sometimes with tremendous passion!
But what is our role as customer in this exchange of service for purchase and patronage? If our expectation is zero-defects, what service can we provide as customers to help meet this goal?