It's easy for managers to stress the importance of making each potential buyer feel valued and appreciated, but few turn these strategies internally to boost the morale and performance of their own staff.
Outstanding customer service creates engaging experiences that keep patrons coming back to a company. It's easy for managers to stress the importance of making each potential buyer feel valued and appreciated, but few turn these strategies internally to boost the morale and performance of their own staff.
In a column for the Ocean Pines Independent, Bonnie Mackenzie, co-owner of temporary and permanent placement firm Shore Staffing, wrote that internalizing customer service strategies for staff members helped employees feel more engaged and motivated in their work. Ultimately, this led to better service externally as workers are able to approach each interaction with a high level of energy and enthusiasm.
"Everyone should receive impressive, professional and nice customer service," Mackenzie wrote. "It is simply a good business practice to treat everyone, external or internal, the way you would like to be treated."
Employee reward and recognition programs are a simple and effective way to provide support for internal service initiatives. Mackenzie notes that cultivating open communication between departments is a vital part of improving company culture and delivering strong customer experiences, both internally and externally. Reward programs give managers the tools needed to encourage communication and coordination by rewarding those who are courteous and professional.
Recognizing employees for outstanding service allows supervisors to avoid a common managerial mistake – remaining silent when teams are performing well. In the business blog Who's Your Gladys, Marilyn Suttle states that only speaking up when there are problems in need of attention increases stress among workers and diminishes their willingness to perform. Recognizing individuals who have shown improvement or given exceptional performances can keep teams motivated.
Businesses should be pushing their workers to show continuous improvement, and reward recognition programs are the tools that allow managers to do this. By focusing customer service strategies internally, organizations will develop motivated and engaged staff members capable of delivering outstanding experiences to potential clients.