Posts tagged ‘organization help’

The New Rules of Customer Service: Top 10 Requirements for Providing Exceptional Customer Service

Taken from my book, “Customer Service New Rules“, these are the top 10 requirements that every business must practice in order to provide exceptional customer service to their customers. This is a MUST READ for everyone in business!

An exceptional business MUST:

1. Hire people who have the right attitude.

Hire the attitude and train the skill. Bottom line: Hire people who enjoy serving others.

2. Never let an untrained employee have contact with a customer.

An untrained employee can easily cause you to lose customers and money.

3. Make the customer’s time with your company an experience.

Each experience with the customer must be a positive customer experience (PCE).

4. Regularly inform all employees about what’s going on in the company.

It is very annoying and frustrating for your customers to ask an employee of your company a question and receive a response such as, “I don’t know.” It is your business to know.

5. Make every decision with the customer in mind.

Integrate the customer into your decision-making process. Always ask, “How will this decision affect my customer?”

6. Make customers an agenda item at every team meeting.

Your customers are the fundamental reason why you are having the meeting in the first place. Always remember that everything you do within the company is about the core: your customers.

7. Empower your employees to do the right thing.

Train your employees efficiently and thoroughly.

8. Install continuous improvement initiatives.

Include customer service as part of the company’s performance appraisal process. As part of this process, ask employees to include a goal for improving customer service. Do not forget to write a customer service goal for yourself.

9. Create and maintain an atmosphere of excellence.

Let it be known to everyone in the company that everything you and your employees do has to be the best, and that you will not accept less. Give attention to even the smallest details.

10. Continually surprise the customer and do the unexpected.

Many customers will not accept poor service. Instead, they simply will choose not to continue doing business with you. You can quickly increase your bottom line by training employees to do the unexpected by surprising customers in a positive way by doing something different than what is expected or that sets them apart from the status quo.

Sophia Brooks is the president and CEO of Global Learning Partners, Inc., an international training and consulting firm located in Southern California.  As an international master trainer and keynote speaker, she specializes in implementing customer service initiatives for businesses to increase their profits.

Visit my Web site, Global Learning Partners, Inc., for more information on how I can help your business!

March 15, 2012 at 6:45 pm Leave a comment

To Increase Success, Tear Down Your Silos!

In my book, “Customer Service New Rules“, one of the things I discuss is the concept of Positive Customer Experience (PCE).  Often, the focus of PCE is on our external customers, but in my blog post I want to focus on an equally important customer – the internal customer.

Diane Weklar, president of The Weklar Consulting Group, is an expert in synchronizing marketing and business operations to accelerate company growth. In her article, “Synchronization is the Key to Success”, she says that both small and large business organizations and their operations are complex systems much like a living organism — capable of response to stimulus, reproduction, growth and development. An organism can be unicellular (a business of only you) or multi-cellular (a business containing many).

A complex system is composed of multiple parts, each acting individually according to its own circumstances and which, by so acting, changes the circumstances affecting all the other parts. Yet, most organizations today operate as though each segment of its operations were an independent organism, with its own goals, processes and results. This approach often causes many problems and even leads a company to failure.

In the business organism, internal customers are people you interact with on a regular basis. They come from other departments within the organization. They might be involved in human resources, payroll management, sales, research and development, engineering, etc. Whoever they are and whatever part of the organization they come from, your internal customer wants to be treated with respect, courtesy and kindness.  They want to be part of the team and considered for their contributions to the team.

An often overlooked, but major contributor to the challenges and even failures in business is something known as the “silo effect”.  The “silo effect” refers to a lack of communication and a lack of common goals between departments of an organization. Lack of communication creates a tendency for departments to exclude or diminish ideas, input and feedback from other departments. Silos frequently limit and stunt productivity in practically all organizations where they exist. Silos are often responsible for lapses in security and breaches in privacy. Silos frustrate consumers, who increasingly expect information to be immediately available to them, and complete.

Silos destroy trust. Without trust, you cannot have an environment that supports teamwork across an organization. And, if a team is unable to work efficiently, it will cause an organization to fall behind its competitors.  When there is little or unclear communication between groups, the “right hand” doesn’t know what the “left hand” is doing. Leaders easily fall out of touch with employee sentiment, lose track of important resources at their fingertips and do not receive crucial feedback. In an organization where people in different divisions have little contact with one another, it’s easy to become inwardly focused and complacent with the status quo.

Command-and-control oriented cultures breed silos. In these organizations, fear prevails. Managers focus on guarding turf rather than on engaging colleagues outside their group. Instead of reaching across the organization, people in command-and-control cultures primarily move information and decisions vertically within the silo.

Silos can arise in any organization, large or small, and are detrimental to organizational success. In order to be successful today, an organization should not function as though each segment of its operations is an independent organism. Instead, a successful organization will look at and consider the entire organization as a comprehensive whole.

We’re interested in hearing from you:  What have you done to prevent silos from forming in your organization? What practices does your organization put in place to help unify operations between departments? What would it mean to your organization to eliminate this problem?

Sophia Brooks is the president and CEO of Global Learning Partners, Inc., an international training and consulting firm located in Southern California.  As an international master trainer and keynote speaker, she specializes in implementing customer service initiatives for businesses to increase their profits.

Visit my Web site, Global Learning Partners, Inc., for more information on how I can help your business!

March 2, 2012 at 4:51 pm Leave a comment


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Sophia’s Quotes

“The customer is not always right. However, there is always a right way to treat the customer.” -- Sophia Brooks

"The United States of America is ready for a service mutiny."
-- Sophia Brooks

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