This week’s Fierce resource was originally published by Forbes and discusses thirteen ways that great leadership can lead to employees delivering top-notch customer service.
Leaders talk a lot about leading by example and, within the service industry, it is no different. Employees can’t deliver exceptional customer service consistently if their leaders don’t practice it is as well.
The smallest of actions can resonate with your employees and drive the message of quality customer service. Equally, a leader’s lack of customer service will become the status quo quickly.
Much like performance management and feedback, customer service should be reinforced at every available opportunity. Training for high levels of customer service should be an ongoing conversation – not just in the first week’s orientation. Weave the principles into your mission and celebrate the high performers. You will begin to build a culture of customer service that everyone adheres to.
As a customer service leader, it is also important to show you care about your employees and treat them with the same respect you would with any other customer.
“Too often communication is top down. So always ask at the end of every conversation with each employee, “Now is there anything I can do for you?”
Read the article.