Everyone knows the importance of great customer service for any business, but how do you lead for it successfully?
I've been dipping into Ken Blanchard's Leading at at Higher Level. There's a great chapter on 'Serving Customer's at a Higher Level' which struck a chord with me.
In it, the author talks about the importance of treating your customers right, designing everything you do with them in mind and empowering your team to respond to their needs. Getting that right creates an exceptional experience that gives you a competitive edge in your sector.
There are some great examples he shares: the petrol station that set itself up like a motor racing pit stop to deliver fast, efficient added-value service; the hotel that followed a service-recovery strategy amid extensive and noisy restoration work; the retailer that bought a product from a rival store to ensure her customer left happy.
Here's some things to consider:
How important is providing exceptional customer service to you? Do you have a vision for it? When you're juggling multiple priorities, don't lose sight of the people who ultimately make you a success - or failure
Are your customers truly at the heart of everything you do? Is everything designed from a customer's perspective? Really ask yourself that question and consider how you can change your focus.
What do you do to inspire your teams? How do you lead for customer service? As a leader you need to role model what you want to see from your teams
How much direct contact do you have with your customers as a leader? Not just those who are happy, but also those who are disappointed? Make sure you're really listening to them and responding
Are you empowering your teams to make a difference? What could you do? invest time in developing your people to feel trained and confident to deliver exceptional customer service
Take a look at Blanchard's five elements of Legendary Customer Service and ask yourself if you're delivering all of any of these. If you're not, talk to me. I can help you become a customer-centric organisation.
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