Craig Cochran writes in his book - Becoming a customer-focused organization:
- Play "follow the leader": good leadership drives customer focus:"Leaders have followers," he states, "so whatever the leader focuses on is of the utmost importance."
- Remind employees of their mission within the organization: A quick daily meeting can establish the tone of the work week and be a source of inspiration in an organization of any size.
- Shine a spotlight on employees:One of the best ways to improve all-around customer service is to give employees the attention they deserve.
- Recognize outstanding service: "One of leadership's most important jobs is to honor individuals who go beyond their job descriptions and truly delight their customers," Cochran asserts.
- Realize that smart organizations learn from their mistakes:If an organization fails in delivering excellent customer service, leadership must be honest and open with both customers and employees about the mistakes that were made.
- Consider using a focus group:A focus group brings together a small, carefully selected group of people to explore perceptions about a certain idea, service, policy, or product.
- Keep customers informed of improvements:Cochran insists, "If customers don't realize that there's been an improvement, there's no improvement."
Lovely advice and extremely 'real world' solutions that can be done by any organization overnight.
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