In many organizations, a typical knee-jerk reaction
to poor service to customers (whether they be buyers, students, vendors, or
volunteers) is to try to put a new policy/regulation/rule in place to “fix the
problem!”
The
“problem” is almost always a failure in the human interaction piece, dysfunctional or nonexistent people skills. Automating our way out of interacting with
customers diminishes both our customers and our employees.
Our customers deserve better, and our employees can do better (if taught/coached/trained/allowed to do so).
Why
not invest a little time in developing the troops with regard to improving
people skills? And, why not incentivize
(I’m not talking money here, but rather, recognition, praise, affirmation) exceptional
instances of service?
Both
sides of this human interaction equation benefit from quality service delivery, and no one
loses. Really. (Talk about win-win solutions!)
The
biggest barrier to taking this approach to service? We have to be willing to learn to listen to and get to know
our customers.
Time
to get started…
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