The ability of a team to deliver good to great service is not the responsibility of just one or two people. It doesn’t matter if someone works front-of-house or back-of-house. It doesn’t matter if someone answers phones at front reception or sit in a corner office. Everyone plays a role in the overall customer service experience.
It takes a team of committed service providers working together to meet and exceed customer expectations and it takes a team to build a strong customer service strategy. As the leader of a service team, if you want your team members to buy into the process, don’t forget the following:
1) Identify key players on your team to help build your customer service strategy. Who has the ability to connect with other team members to get ideas and input? Who has the trust of other team members? Who has great listening skills? Those are the people you want to pull into this very important project.
2) Demonstrate what great service looks like. Treat your team members the way you want them to treat their co-workers and your customers. Smile. Use their name. Remember personal things about them. Be respectful. Don’t judge.
Creating a customer service strategy is not a one-person job. Give your team a chance to help build the plan and increase the odds of success.